Contact Center Specialist
07-01-2021 12:26:51
Job Type : Full Time
Salary: Unspecified
Key Skills : Pre Sales, Call Center Solutions, Software Solutions, PBX, IVR, CTI, SBC, SIP, Data Modeling
Experience : 3 years
Jumeirah Lake Towers
Company Profile
A leading solutions provider in information technology based in Dubai
Job Description
- Responsible for pre-sales and implementation of call center solutions in the MENA region.
- Maintain telecommunication systems, including PBX, IVR, CTI, SBC, SIP, and unified messaging/voice mail.
- Review reports and logs for problems and identifies appropriate solutions.
- Support network infrastructure as needed.
- Maintain and analyze performance data to ensure the optimal utilization of network and telecom resources.
- Support pre-sales activities including assessing the customer environment, designing the appropriate solution, present the findings to CXOs.
- Install, configure, develop, migrate and maintain contact center environment in conjunction with Call Manager and Unity.
- Develop Maintain, support and administer call center software solutions (routing strategies, architecture, reporting, IVR, CTI, Dialer, etc)
- Monitor and respond to alerts, revolving issues and escalate when appropriate.
- Develop and execute implementation plans for network change activities.
- Develop, maintain, and execute documented policies and procedures.
- Research, recommend and implement new communication technologies.
Requirements
- Ability to analyze customer requirements and develop appropriate solutions.
- Participate in continuous process improvement.
- Male candidates can only apply.
- Ability to speak in English and Arabic
- Minimum 3 to 5 years of experience installing, configuring and maintaining Call Center environment required.
- In-depth knowledge and understanding of Avaya/Cisco telecommunications systems, including PBX, IVR, CTI, SBC, SIP, and unified communications/voice mail Demonstrated depth of business knowledge and technical expertise.
- Demonstrated proficiency in data and process analysis and data modeling.
- Demonstrated ability to function effectively in cross-functional teams across multiple business areas.
- Capable of performing the project leader role.
- Looking for Engineers with experience in setting up a Contact Center infrastructure with technical skills.
- Experience in presales, configurations, installations, implementation, deployment and support are most welcome to apply.
Qualifications
- Bachelor of Science Degree or Equivalent.