Lead Contact Center Technology Solutions

5 days 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.

  • Technology Solution Center Planner

    5 days ago

    Islamabad, Islamabad, Pakistan Zones IT Solutions Full time 900,000 - 1,200,000 per year

    DescriptionCompany Overview:When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT.TMZones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to...

  • Technology Solution Center Planner

    3 days ago

    Islamabad, Islamabad, Pakistan Zones Full time 1,200,000 - 2,400,000 per year

    DescriptionCompany Overview:When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT.TMZones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to...

  • Cloud Solutions Specialist

    3 days ago

    Islamabad, Islamabad, Pakistan Zones IT Solutions Full time 900,000 - 1,200,000 per year

    DescriptionCompany Overview:When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT.TMZones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to...

  • Inside Solutions Architect

    2 weeks ago

    Islamabad, Islamabad, Pakistan Zones IT Solutions Full time 1,200,000 - 3,600,000 per year

    DescriptionCompany Overview:When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT.TMZones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to...

  • Sales Manager – Technology Solutions

    5 days ago

    Islamabad, Islamabad, Pakistan Forge Flex Full time 900,000 - 1,200,000 per year

    We're hiring a Sales Manager to take full ownership of our sales function — from strategy to execution, and from lead generation all the way to conversion. The role involves building and managing a sales team, training them, setting up proper sales systems and processes, and closing B2B deals across industries. The person should have strong experience in...

  • Front Desk Receptionist

    5 days ago

    Islamabad, Islamabad, Pakistan Aims Contact Technologies Pvt Ltd Full time 150,000 - 250,000 per year

    About UsAIMS Contact Technologies is a dynamic call center specializing in outbound B2B campaigns for UK clients, proudly operating for the last 17 years. We believe in building strong relationships with our clients and providing growth opportunities to our employees.A front Desk Officer serves as the face of Company. The primary duty of a front desk Officer...

  • Enterprise Architect – Technology

    2 weeks ago

    Islamabad, Islamabad, Pakistan Veroke Full time 2,000,000 - 2,500,000 per year

    Key Responsibilities:Define and maintain the end-to-end solution architecture covering all CCC domains including monitoring, observability, ITSM, automation, and analytics.Provide architectural oversight and governance for tools such as Splunk, Dynatrace, ServiceNow, BMC MainView, SolarWinds, Grafana, and Elastic Stack.Lead the technical delivery lifecycle,...

  • Front Desk Officer

    1 day ago

    Islamabad, Islamabad, Pakistan Aims Contact Technologies Pvt Ltd Full time 150,000 - 250,000 per year

    About UsAIMS Contact Technologies is a dynamic call center specializing in outbound B2B campaigns for UK clients, proudly operating for the last 17 years. We believe in building strong relationships with our clients and providing growth opportunities to our employees.A front Desk Officer (Female only) serves as the face of Company. The primary duty of a...

  • Business Sales Executive – B2B

    1 week ago

    Islamabad, Islamabad, Pakistan Aims Contact Technologies Pvt Ltd Full time 480,000 - 600,000 per year

    About UsAIMS Contact Technologies is a dynamic call center specializing in outbound B2B campaigns for UK clients working from Last 17 years. We're looking for energetic, goal-driven individuals to join our telesales team.Key ResponsibilitiesMake outbound B2B calls to UK-based clientsPitch services/products and close salesMeet daily and monthly sales...

  • Call Center Team Leader

    4 weeks ago

    Islamabad, Islamabad, Pakistan ConnectPro International Full time

    Job Title: Call Center Team LeaderLocation: Islamabad, PakistanJob Type: Full-timeDepartment: Customer Success DepartmentSalary: Competitive, based on experience + performance bonusesJob Summary:The Call Center Team Leader will be responsible for overseeing the daily operations of a team of customer service representatives, ensuring that they meet...