Role:
We are looking for Engineers with experience in setting up a Call Center infrastructure with technical skills specified below. Experience in presales, configurations, installations, implementation, deployment and support is most welcome to apply.
POSITION PURPOSE
Responsible for pre-sales and implementation of call center solutions in the MENA region. Maintains telecommunication systems, including PBX, IVR, CTI, SBC, SIP, and unified messaging/voice mail. Reviews reports and logs for problems and identifies appropriate solutions. Supports network infrastructure as needed.
JOB FUNCTIONS
• Maintain and analyze performance data to ensure optimal utility of network and telecom resources
• Able to support pre-sales activities including assessing the customer environment, designing the appropriate solution, present the findings to CXOs.
• Install, configure, develop, migrate and maintain software based call center environment.
• 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.
• Act as a project/technical lead on network and telecommunication enhancements.
• Ability to analyze customer requirements and develop appropriate solutions.
• Participate in continuous process improvement.
DESIRED SKILLS AND EXPERIENCE
• Requires a Bachelor of Science Degree or equivalent experience.
• 4-8 years of experience installing, configuring and maintaining Call Center environment required.
• In-depth knowledge and understanding of call center 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 project leader role
UAE