Lead Contact Center Technology Solutions

19 hours ago

Islamabad, Islamabad, Pakistan easypaisa digital bank Full time 2,000,000 - 2,500,000 per year

Lead Contact Center Technology Solutions will responsible to

  • Ensure Contact Center Connectivity and Media/Sip trunks (Service availability & uptime)
  • Bridge between Customer Care OPS, Service Provider & Technology teams

KEY RESPONSIBILITIES:

  • Leading design and development of Contact Center solution
  • Leading end-to-end solution delivery lifecycle
  • Aligning Contact Center solutions with company goals and regulations
  • Ensure Call Center IVR & Call Flows as per requirement
  • Proficiency in call center stack (Cisco, Avaya, Genysys, open source)
  • Monitor Call Center Integrations but not limited to (WFM & Call recording solutions)
  • Leading project related to CTI /telephony integrations with CRM
  • Experience with workforce management and scheduling tools
  • Ability to analyze performance data and generate reports
  • Manage routing & switching for Corporate data Network
  • Responsible for IT Audit Compliance.
  • Ensure that all changes are carried out as per the change management policy and procedure
  • Coordinate closely with external service providers and telecom partners to ensure reliable, high-performance contact center infrastructure and timely issue resolution.
  • Collaborate with cross-functional teams (Network, Customer Support, Security, Compliance) to ensure seamless service delivery and integration of contact center systems.

KEY PERFORMANCE INDICATORS:

  • Ensure near zero down time.
  • WAN connectivity & SIP trunks
  • Laison with Service Provider & Business teams
  • Design Network Strategy as per requirement for efficient use of Contact Center solution
  • Ensure Minimal Gaps & identify solutions for mitigation
  • Oversight on Tech Solution /Service Provider

QUALIFICATION & EXPERIENCE
(Essential for the job holder)

  • 16 years of education in Computer Science + relevant certifications
  • At least 8-10 years of relevant experience (Contact Center Technology & Voice Solutions / Unified Communications)
  • Sound understanding of Network Security risks and controls.
  • Good understanding of Corporate Data Network

SKILLS & COMPETENCIES:
(Technical and Behavioral)

  • Good communication skills.
  • Time management.
  • Analytics & Problem-solving skills.
  • Knowledge of Contact Center Technology Stack
  • Very strong WAN/LAN/TCP/IP networking skills.
  • Must have good hands-on with Cisco & Huawei Network Elements
  • Interpersonal relations skills.
  • Experience in Network equipment security.

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