Assistant IT Manager

POSITION OVERVIEW

The role holder will be responsible for Managing the entire Contact Center Technology. Manage all escalations from internal customers and client ends, around contact center technology systems and functions timely and effectively.

Thorough planning of IT department deliverables, effective coordination of system upgrades and other maintenance activities. Coordinate with external provider and vendors and lead the discussions and projects.

The role will be interacting with the Head of IT, Business Unit Head, Assistant Operations Manager, Head of Operations, and HR Manager.

Required Skills & Experience:

Academic Qualifications

• Bachelor’s Degree in IT, Computer science, Computer Engineering
• Must have knowledge of Windows, Linux and Network
• Certifications like CCNA/REDHAT/INFOSEC/Call Center technology quality assurance
• Ticketing Tool Management

A Must Have Skills/Experience

• Call Centre/BPO Experience
• Contact Center systems i.e. Dialers, ACD, IVR, Trunk Lines, Cloud based software, SIP systems and connections management, VoIP Telephony connectivity management
• BPO apps, operations and reports
• Knowledge of Genesys, Ameyo, Avaya, Xcally, Presence and Cisco systems
• Call infra (SIP, MPLS, Network)

Other Experience:

• Minimum 2 years of good experience on leading IT teams related to contact center management, experience in the implementation of call center technology to customer is key.
• Working knowledge of associated programming languages, data base systems, web services and automation tools are required.
• Expertise in Windows, Network and Linux
• Experience in Firewalls, Security management

Responsibilities:

• Managing of entire Contact Center Technology, especially voice function across multiple locations. It includes Inbound and outbound voice and blended client programs.
• Manage client processes on contact center systems with Omni channel around SMS, Web Chat and Email management systems.
• Manage all escalations from internal customers and client ends, around contact center technology systems and functions timely and effectively.
• Thorough planning of IT department deliverables, effective coordination of system upgrades and other maintenance activities. Coordinate with external provider and vendors and lead the discussions and projects. Support team to get involved and take similar responsibility.
• Design BCP solutions for voice systems.
• Review of tickets created in the contact center unit to ensure process being adhered to and service quality being assured
• Take Project technical requirement of new client assigned and implement it effectively until we get Client sign off with CSAT.

Only applications meeting the above standard will be considered. Please ensure that you have the stated skills/experience stated above before applying. Send Cv’s to: recruitment@technobrainbpo.com