Job Description

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, present 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.

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.

Qualifications, Experience, & Skills

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

Job Type: Full-time

Pay: AED10,000.00 - AED15,000.00 per month

Application Question(s):

• Do you have a strong experience in Installing, configuring, developing, and integrating chatbots, Artificial intelligence, and Machine learning solutions.

Education:

• Bachelor's (Required)

Experience:

• Implementation Contact Center Solutions: 5 years (Required)
• Unified Communication: 5 years (Required)

Language:

• English (Required)
• Arabic (Preferred)

Expected Start Date: 01/05/2024