Responsible to support and manage ZAIN Contact Center soultions including CISCO IPCC, IVR and integral compomemts, and provide technical Expertise associated with design, implementation, opreations and improvements in IPCC Envirnonment.
- Lead the technical teams of IPCC for day to day operations and ensuring best Technology and operational practices.
- Ensure services availability and performance for IPCC environment as per the KPIs
- Plan and execute health checks, performance tuning and capacity management for IPCC environment
- Plan, manage and ensure timely completion of projects & change requests
- Manage the SLA for technical teams for incident, Problem and change management and present reports to management.
- work closely with management to define technology roadmap for IPCC Environment
- Coordinate with vendors/contractors for support agreements and new implementation & upgrades
- B.Sc in Computer Science, Computer Engineering or other relevant Science or Engineering discipline.
- Minimum 5 years experience in a relevant field.
- Mobile Telecommunications background highly desirable.
- Management of external suppliers and software/hardware vendors.
- Experience in CISCO IPCC 6,7,8,9
- extensive experience in IVR Scripting, advanced routing and administration
- extensive experience in Cisco Call Managers, Voice Gateways & CUPS, PGW, ONS, and Content Switchs
- Experience in Voice Recording and workforce management systems
- Strong Analytical skills and Problem Solving skills
- Project Management Skills
- Understanding of ITIL standards & practices
- Reporting
