Contact Center Solutions Senior Technical Analyst (Outsource)

This role covers an IT team leader position to support the digital channels: Contact Center IVR, Genie, Dialer, Chatbanking, Data Voice Recording, ITM Digital Connect, Video Recording, WFM, SMS banking, and UBPS. Reporting to the Manager of Digital Channels Platforms, the role ensures those applications are in health status and available 24/7 to the company customers, manages incidents, tracks tickets, and handles assigned tasks, operational requests, and timely reporting to management.

Key Responsibilities

• Provide technical expertise for IT systems related to Contact Center Solutions.
• Manage vendor service level and quality of development.
• Mitigate risks and close audit points if any on the applications and processes.
• Provide periodic reports and monthly updates on ongoing initiatives to business and PMO.
• Support “go-live” and post “go-live” activities for projects and any releases to production.
• Ensure assigned systems of responsibility are available 24/7 for the company customers with high levels of availability, performance, and application security without any business impact or financial loss.

Requirements

• Experience in Linux/Unix OS.
• Minimum 10 years of experience in the IT sector in a similar team-leading role.
• Worked in the banking sector within IT on digital channels platforms support.
• Excellent troubleshooting skills and communication skills.
• Understanding of SDLC and methodologies.