Contact Center Solutions Senior Technical Analyst

Overview

Position : Contact Centre Solutions Senior Technical Analyst

Job Location : Abu Dhabi

We are hiring a Contact Centre Solutions Senior Technical Analyst for one of our leading clients in Abu Dhabi, UAE. Please find the Job Description below.

Responsibilities

• Provide technical expertise for IT systems related to Contact Centre Solutions.
• Articulate and document business requirements for projects, change requests, etc.
• Manage vendor service level and quality of development.
• Provide business with required technical support, assessments, and reports.
• Propose technical recommendations and improvements.
• Mitigate risks and close audit points on the applications and processes.
• Provide technical support for multiple initiatives and track projects / BAU requests / CRs to closure.
• Closely monitor incidents tickets and problem tickets and close them before the breach of SLA.
• Understand the latest technology trends and provide improvement suggestions in the products.
• Review the vendor proposal and provide feedback to ensure completeness of the scope and quality.
• Provide periodic reports and monthly updates on ongoing initiatives to business and PMO.
• Follow-up with service teams / vendors for support issues and respond quickly to service tickets in a timely manner.
• Facilitate and UAT of projects, CRs by adhering to Quality control policies and guidelines.
• Support go-live and post go-live activities for projects and any releases to production.
• End-to-end management and delivery of projects and adherence to committed timelines.
• Digital channels integration with other parts of IT landscape through APIs / other interfaces and implementation of new functionality by developing new services.
• Provide solution design recommendations for new channels / services in alignment with architectural principles.

Functional Competencies

Technical Competencies

Interested candidates can apply with their updated resume.

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