Manager CC & IT Operations

RE YOU READY TO RISE WITH PTCL GROUP

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability .

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and the champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL

Lead and manage IT support and allied technical services for IPCC operations, ensuring uninterrupted service delivery, system availability, and operational efficiency across all contact Centre platforms and internal IT infrastructure. Oversee and maintain all backend IT infrastructure supporting IPCC including ACD, IVR, Dialler’s, CTI, call recording systems, CRM integrations, and workforce management tools, RPA and AI QMS.

Key Responsibilities:

• Management of IP based contact center infrastructure deployed in PTCL (at Lahore and Karachi CDCs) covering inbound, outbound as well as other web-based interactions.
• Analyze, develop & integrate CRs in coordination with business teams.
• Undertake platform expansions as per business requirement.
• Manage solution upgrade activities through proper planning and as per existing processes.
• Manage level II and Level III support tickets for escalated incidents / issues.
• Manage SLAs (towards vendors) and OLAs (towards internal teams.)
• Undertake integrations requirements of contact centers with other business solutions operational in PTCL network.
• Equip all servers with the latest security patches and implement procedures for daily health checks to ensure optimal performance and security.
• Track and monitor ongoing and upcoming projects, ensuring their smooth execution according to project implementation plan.
• Lead initiatives to enhance and diversify services, contributing to the overall value and effectiveness of the Contact Center.
• Execute DR drill plans and prepare Business Continuity Planning & Risk Assessment documentation in a timely manner.
• Optimize and revamp existing solutions where required, ensuring they meet current business needs. Address audit observations in a timely manner, ensuring all compliance issues are resolved. Align employee goals with organizational objectives and manage performance to ensure that targets are met.

Qualification & Experience:

• BS - Engineering, and CISCO IPCC Certifications.
• CCIE Collaboration written, CCVP, CCNA (Cisco Network Academy), MCSC(NETS), ICM & CVP, IP Telephony system
• Operations management ( IPCC - UCCE Solutions), IVR & Zoom
• Platform ( Private and Public clod virtualization)
• Patch Management
• Building client relations
• Technology awareness
• Support process Management
• Technical service delivery

Competencies:

• Cisco Unified Contact Center Enterprise 12 & Above`s
• Expert in Private Cloud and Public Cloud Platform readiness
• IVR & Zoom deployment expert

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.

#ExpressYourTalent #ReadyToRise #TayyarHo