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