Contact Center Systems Support Lead

1. Monitor & troubleshoot problems related to contact center systems.

2. Develop, fix and administer any applications related to contact center system including IVR, CTI, Reporting, Recording, etc.

3. Provide technical support & guidance to contact center team whenever needed.

4. Communicate the service providers in case of any arising problems.

5. Design any new projects related to contact center system and apply change requests after testing the change impact on the test environment.

6. Handle new projects planning & documentation.

7. Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.

8. Ensure the correct adoption of policies and procedures in order to guarantee that the bank business is conducted in compliance with Local Laws, Internal Rules and Regulations, as well as, International Standards.

Requirements

-Bachelor s Degree in Telecom Engineering, Computer Science or Computer Engineering.

-Minimum 5 years of experience in contact center engineering.

- Strong experience in Genesys systems and Experienced in XML, .NET Environment, OS (Win, Unix)/DB (SQL, Oracle).

Minimum requirement is to have a Bachelor s Degree in Engineering, Development Studies, Information Technology, Library Sciences, or Related Field. At least two years of work experience, built on use of initiative and independent judgment that includes management of project documents. Proven experience in provision of implementation support in externally financed and/or development projects, including administrative/organizational functions. Experience and demonstrated skills in preparing technical reports, as well as organizing and keeping track of large volume of documents (virtually and physically). Ability to analyze create and manipulate databases using common database tools/software. Demonstrated advanced experience and skills in using Enterprise Content Management systems and online databases (Sharepoint, Alfresco, Dropbox, Google Drive, etc.) would be advantageous. Ability to read and understand technical, and as necessary legal, documents, in Arabic and English, for the purpose of document control and report preparation.