Zain Kuwait is searching for a candidate who will manage, operate, maintain, plan, and administrate all the Digital Channels Operations services to achieve customer service satisfaction & to meet the unit KPIs, project deadlines with high standards of service quality, have experience in Contact Center Technology and workforce management.
Requirements:
- Experience in telecommunication topology and call routing within the network.
- Experience in enterprise solutions in Interactive Voice Response.
- Knowledge in Call recording and Workforce Management.
- Experience with MS SQL, Linux/Unix environment.
- Knowledge in web services and with good programming skills.
- Bachelor’s degree in Computer Science or equivalent experience.
Responsibilities:
- Manage the daily operations, maintenance, and support of application systems service and solutions of Digital Channels Operations domain in alignment with service development and operations centers.
- Responsible for applying technical changes to the test unit production environments.
- Initiate trouble tickets to the venders, resolve and follow-up service bugs efficiently to confirm meeting the service level agreement terms and conditions.
- Conduct new installations, implementations, upgrades, integrations between parties’ solutions and acceptance tests to meet the contracted service specifications.
- Develop technical solutions, workarounds and service redesign to fulfill systems and departments requirements and ensure service continuity and resolve service commercial defect.
- Oversee incidents of all the unit applications related to outsourced or/and in-house developed applications.
- Create, maintain and update service technical reports and documents and confirm its availability and accessibility at any time.
- Coordinate with other units (development, strategy teams, and business units) for requirements and changes related to new development, integration or operations
- Generate and maintain periodic service reports, troubleshoot document, important data in case of an upgrade.
- To perform all the above-mentioned roles and responsibilities in compliance with the Information Security
- Management System (ISMS) policies, and to report any information/physical security breaches or incidents to Data Control Department immediately.
- To ensure that all team members are following mentioned policies.
- Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait.
- Provides daily support for Avaya installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting.
See more available jobs on mina7
See more available events and conferences on mina7
