Contact Center Solutions Senior Technical Analyst

We are hiring a Contact Centre Solutions Senior Technical Analyst for one of our leading clients in Abu Dhabi, UAE.

Job Responsibilities:

• Provide technical expertise for IT systems related to Contact Centre Solutions.
• Articulate and document business requirements for projects and change requests.
• Manage vendor service level and quality of development.
• Provide technical support, assessments, and reports to the business.
• Propose technical recommendations and improvements.
• Mitigate risks and address audit points on applications and processes.
• Provide technical support for multiple initiatives, ensuring projects and requests are tracked to closure.
• Monitor incident and problem tickets, closing them before the breach of SLA.
• Stay updated on the latest technology trends and suggest product improvements.
• Review vendor proposals and provide feedback to ensure completeness and quality.
• Provide periodic reports and monthly updates on ongoing initiatives to the business and PMO.
• Follow up with service teams/vendors for support issues and respond to service tickets promptly.
• Facilitate user acceptance testing (UAT) of projects and change requests in adherence to quality control policies and guidelines.
• Support "go-live" and post "go-live" activities for projects and releases to production.
• Manage end-to-end project delivery and adhere to committed timelines.
• Integrate digital channels with other parts of the IT landscape through APIs and implement new functionality by developing new services.
• Provide solution design recommendations for new channels/services in alignment with architectural principles.

Functional Competencies:

• Operational Excellence
• Communication
• Documentation / Process Ownership
• Information Security

Technical Competencies:

• Experience in Linux/Unix OS
• Experience in SDLC and methodologies
• Experience in teamwork and team leading
• Proficiency in programming languages such as Java, C++, HTML, JavaScript, CSS
• Experience with SQL/Oracle Database
• Excellent troubleshooting skills
• Strong communication skills
• Proficient in root cause analysis
• Effective time management skills

Language Requirements: None specified

Interested candidates can apply with their updated resume.

Work Conditions: On-site, Full-time

Job Location: Abu Dhabi, United Arab Emirates