Contact Center Lead

Description:

• Design and implement contact center solutions, including telephony systems, interactive voice response (IVR), Automatic Call Distributor (ACD), and omnichannel support.
• Configure and integrate contact center applications with CRM systems and other enterprise tools.
• Perform routine maintenance, upgrades, and troubleshooting of contact center infrastructure to ensure continuous operation.
• Respond to and resolve technical incidents and problems related to contact center applications and telephony systems.
• Monitor contact center performance metrics, analyze data, and identify areas for improvement.
• Optimize systems to enhance call routing, reduce wait times, and improve customer experience.
• Implement and maintain security measures for contact center systems, including access controls and compliance with data protection regulations.
• Ensure adherence to industry standards and best practices in contact center operations.
• Collaborate with cross-functional teams to integrate contact center solutions with other IT systems and applications.
• Maintain comprehensive documentation, including system configurations, procedures, and troubleshooting guides.
• Ensure correct adoption of policies and procedures to guarantee that the bank's business is conducted in compliance with Local Laws, Internal rules and regulations, as well as, International Standards.
• Ensure the correct functioning and implementation of the Permanent Supervision system, compliance, operational risk & workplace success guidelines whenever & wherever possible

Requirements:

• Bachelor's degree in computer science or a related major from a reputable university (Masters Preferred).
• Relevant certifications (e.g., CCNA, AWS Certified Solutions Architect).
• Minimum 1 - 4 years of experience in a relevant role.
• Proven experience in designing, implementing, and supporting contact center solutions, preferably in a complex enterprise environment.
• Proficiency in telephony systems, IVR configurations, ACD setup, and CRM integration.
• Fluency in English is a must.
• Excellent communication and decision-making skills.

Job Type: Full-time