Contact Center Specialist

Job Summary:

The Contact Center Specialist is responsible for setting up pre-sales and implementation of call center solutions for our clients. They will be maintaining telecommunication systems, including PBX, IVR, CTI, SBC, SIP, and unified messaging/voice mail, reviewing reports and logs for problems, identifying appropriate solutions as well as supporting network infrastructure as needed.

Key Responsibilities

· Maintaining and analyzing performance data to ensure optimal utility of network and telecom resources.

· Being able to support pre-sales activities including assessing the customer environment, designing the appropriate solution, and presenting the findings to CXOs.

· Installing, configuring, developing, and integrating chatbots, Artificial intelligence, and Machine learning solutions.

· Installing, configuring, developing, migrating, and maintaining contact center environment.

· Developing, maintaining, supporting, and administering call center software solutions (routing strategies, architecture, reporting, IVR, CTI, Dialer, etc)

· Installing, configuring, developing, migrating, and maintaining chatbot with AI.

· Installing, configuring, and maintaining voice gateways and SBCs.

· Developing web services for 3rd party integration.

· Monitoring and responding to alerts, revolving issues, and escalating when appropriate.

· Developing and executing implementation plans for network change activities.

· Developing, maintaining, and executing documented policies and procedures.

· Researching, recommending, and implementing new communication technologies.

· Being able to analyze customer requirements and develop appropriate solutions.

· Participating in continuous process improvement.

· Performing other duties as assigned.

Experience, Skills & Qualifications:

· Bachelor of Computer Science or relevant field

· 4-8 years of experience installing, configuring, and maintaining a Call Center environment is required.

· In-depth knowledge and understanding of Avaya/Cisco Telecommunications systems, including PBX, IVR, CTI, SBC, SIP, and unified communications/voice mail

· Experience in developing CTI integration and custom reports.

· Demonstrated proficiency in Chatbot, Artificial intelligence, and Machine learning.

· 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.

Fluency in English language. Arabic is a plus

Pay: From AED10,000.00 per hour

Work Location: In person