Contact Center Solutions Senior Technical Analyst SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C

Posted on 5 Mar

Experience

3 - 8 Years

Job Location

Abu Dhabi - United Arab Emirates (UAE)

Education

Masters in Computer Application(Computers), Master of Technology/Engineering(Computers), Master of Science(Computers), MBA/PG Diploma in Business Mgmt(Information Technology)

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Provide technical expertise for IT systems related to Contact Centre Solutions.

  • Articulate and document business requirements for projects, change requests etc.

  • Manage vendor service level and quality of development.

  • Provide business with required technical support, assessments, and reports.

  • Propose technical recommendations and improvements.

  • Mitigate risks and close audit points if any on the applications and processes.

  • Provide technical support for multiple initiatives and track projects/BAU requests/CRs to closure.

  • Closely monitor incidents tickets and problem tickets and close them before the breach of SLA.

  • Understand the latest technology trends and provide improvement suggestion in the products.

  • Review the vendor proposal and provide feedback on the same to ensure the completeness of the scope and quality.

  • Provide periodic reports and monthly updates on the ongoing initiatives to business and PMO.

  • Follow-up with service teams/vendors for support issues and respond quickly to service tickets in a timely manner.

  • Facilitate and UAT of projects, CRs by adhering to Quality control policies and guidelines.

  • Support “go-live’ and post ‘go-live’ activities for projects and any releases to production. 

  • End-to-end management and delivery of projects and adherence to committed timelines.

  • Digital Channels Integration with other parts of IT landscape though APIs/other interfaces and Implementation of any new functionality by developing new services.

  • Provide solution design recommendations for new channels/services in alignment with architectural principles. .

Desired Candidate Profile

  • Functional Competencies:

    • Operational Excellence

    • Communication

    • Documentation / Process Ownership

    • Information Security

    Technical Competencies:

    • Experience in Linux/Unix OS.

    • Experience in SDLC and Methodologies.

    • Experience in Teamwork and Team Leading.

    • Experience in any of programming languages like Java/C++/HTML/JavaScript/CSS.

    • Experience in SQL/Oracle Database.

    • Excellent troubleshooting skills.

    • Excellent communication skills.

    • Excellent root cause analysis.

    • Excellent in Time Management 

Employment Type

    Full Time

Company Industry

  • Recruitment
  • Placement Firm
  • Executive Search

Department / Functional Area

  • IT Software

Keywords

  • Technical Documentation
  • Contact Center Technology Specialist
  • ACD
  • IVR
  • Contact Center Systems Analyst
  • Telephony Systems
  • VoIP
  • Unified Communications Analyst

SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C

Rec Agency

Mr Sufyan - Consultant

Abu Dhabi Sharjah, Abu Dhabi, United Arab Emirates (UAE)

https://www.sundusrecruitment.com