Job Description

Infrastructure and Network Management: – Ensure network, infrastructure, and telecom for contact center setup are operational at all times.– Perform 1st level support for contact center technology issues before escalating to vendors.– Liaise with the Group Shared Tech Support Team and vendors for system, infrastructure, network, and telecom setup and troubleshooting. System Implementation and Administration:– Manage new system implementations, collaborating with vendors through development, testing, go-live, and ongoing maintenance.– Articulate business & integration requirements between users & vendors.– Serve as a system administrator, configuring new requests such as IVR and adjusting business hours/holidays in the system.– Assist in implementing improvements, such as new reports and dashboards, to optimize contact center operations. Financial and Project Management:– Prepare memos and obtain approvals for all contact center tech support activities that require financial resources.– Participate in conducting Requests for Proposal (RFP) for contact center technology requirements. Business Development and Support:– Provide demo materials for business development purposes. Compliance and Auditing:– Participate in both internal and external audit activities within the group.

Job Requirements