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contact center supervisor voice

Seoudi Supermarket

<div>
 The role oversees daily operations of the voice contact center teams, ensuring service quality, team performance, and customer satisfaction are consistently achieved. It focuses on coaching agents/team leaders, monitoring KPIs, handling escalations, and driving continuous improvement in customer experience across all voice operations. Monitors performance dashboards, efficient hotline performance, quality reports, and complaint logs to identify improvement opportunities and ensure alignment with departmental OKRs.
 
 
 RESPONSIBILITIES
 
 <ul>
 <li>
 Supervise and manage a team of customer service representatives through team leaders
 </li>
 <li>
 Monitor daily performance metrics (SLA, AHT, FCR, CSAT, Quality Scores)
 </li>
 <li>
 Handle complex customer complaints and escalations
 </li>
 <li>
 Review call quality reports, monitor complaint emails and dashboards, and ensure timely resolution according to company standards
 </li>
 <li>
 Review complaints and determine whether the company or the employee is responsible for outcomes, ensuring fair and accurate decisions
 </li>
 <li>
 Supervise the hotline&rsquo;s daily performance and ensure continuous and efficient service availability
 </li>
 <li>
 Review individual productivity metrics (calls handled, ACW, AHT) and share detailed reports with team leaders for performance follow-up
 </li>
 <li>
 Hold weekly meetings with team leaders to review performance metrics, discuss challenges, and identify improvement opportunities
 </li>
 <li>
 Meet with the direct manager to present department results (quality, complaints, scorecards, orders, productivity) and provide data-driven analysis
 </li>
 <li>
 Oversee and approve team leave and rest schedules to ensure optimal staffing coverage
 </li>
 <li>
 Collaborate with the Quality Team in calibration sessions with team leaders to align evaluation standards and feedback
 </li>
 <li>
 Develop and maintain the department&rsquo;s manpower plan and participate in interviews for contact center hiring
 </li>
 <li>
 Conduct and oversee employee evaluations to ensure fair assessment and alignment with performance standards
 </li>
 <li>
 Manage annual headcount planning and allocate hiring needs throughout the year based on business requirements
 </li>
 <li>
 Support training and onboarding of new team members
 
 
 
 </li>
 </ul>
 
 REQUIREMENTS
 
 <ul>
 <li>
 5-7 years of experiences is a supervisory role
 </li>
 <li>
 Bachelor's degree
 </li>
 <li>
 Advanced conflict resolution and troubleshooting skills
 </li>
 <li>
 Advanced Microsoft Office skills (Word, Excel, Power Point, Outlook)
 </li>
 <li>
 Advanced people managing skills
 </li>
 <li>
 Intermediate ability using Ai tools (ex. Power BI)
 </li>
 <li>
 Excellent English language profession
 
 
 </li>
 </ul>
</div>

Contact Center Supervisor - Voice

700apps

<div>
 We are seeking a highly skilled
 
 Senior VoIP &amp; Contact Center Integration Engineer
 
 to lead the integration between enterprise contact center platforms and modern AI-powered voice technologies.
 
 
 This role focuses on enabling organizations to enhance their existing call center infrastructure with
 
 AI voice automation
 
 , without replacing their current systems. The ideal candidate will have strong experience working with enterprise contact center technologies and VoIP infrastructure, along with the ability to integrate these systems with AI platforms through
 
 SIP protocols, APIs, and real-time audio streaming
 
 .
 
 
 The engineer will collaborate with AI engineers, solution architects, and enterprise clients to design and implement scalable integrations between telephony systems and conversational AI solutions.
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Design and implement integrations between enterprise contact center platforms and AI voice agents.
 </li>
 <li>
 Configure and manage VoIP infrastructure including SIP trunks, routing policies, and telephony gateways.
 </li>
 <li>
 Integrate traditional IVR systems with AI-based conversational voice platforms.
 </li>
 <li>
 Design and implement end-to-end call flows between IVR systems, AI agents, and human agents.
 </li>
 <li>
 Enable real-time voice streaming between telephony systems and AI speech engines.
 </li>
 <li>
 Develop middleware and API integrations connecting contact center systems with enterprise platforms and AI services.
 </li>
 <li>
 Troubleshoot telephony issues related to SIP signaling, RTP media streams, call routing, and call quality.
 </li>
 <li>
 Integrate call center solutions with CRM systems, ticketing platforms, and enterprise applications.
 </li>
 <li>
 Collaborate with internal engineering teams to build scalable and reliable voice automation solutions.
 </li>
 <li>
 Support deployment and optimization of AI-powered call center solutions for enterprise clients.
 
 
 </li>
 </ul>
 
 Required Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Telecommunications, Information Technology, or a related field.
 </li>
 <li>
 7&ndash;10 years of experience in telephony systems, VoIP engineering, or contact center technologies.
 </li>
 <li>
 Strong understanding of VoIP architecture and protocols, including SIP and RTP.
 </li>
 <li>
 Hands-on experience with telephony platforms such as Asterisk or similar systems.
 </li>
 <li>
 Experience working with enterprise contact center platforms such as Cisco, Avaya, or Genesys.
 </li>
 <li>
 Experience integrating systems using REST APIs and enterprise integration patterns.
 </li>
 <li>
 Strong troubleshooting skills related to VoIP signaling, call routing, and voice quality issues.
 </li>
 <li>
 Experience working with IVR systems and call flow design.
 
 
 </li>
 </ul>
 
 Preferred Experience
 
 
 
 <ul>
 <li>
 Experience integrating AI voice platforms or conversational AI systems.
 </li>
 <li>
 Hands-on experience with real-time audio streaming technologies.
 </li>
 <li>
 Experience integrating telephony systems with CRM or ticketing platforms.
 </li>
 <li>
 Experience developing middleware services for telephony integrations.
 </li>
 <li>
 Familiarity with cloud platforms and modern communication APIs.
 
 
 </li>
 </ul>
 
 Preferred Background (Saudi Market)
 
 
 
 Experience working with:
 
 
 <ul>
 <li>
 Telecom operators such as STC, Mobily, or Zain Saudi Arabia
 </li>
 <li>
 Large enterprise contact centers in the Saudi market
 </li>
 <li>
 Government call center systems
 </li>
 <li>
 System integrators delivering enterprise contact center solutions
 
 
 </li>
 </ul>
 Nice to Have
 
 
 <ul>
 <li>
 Experience with AI voice APIs and speech processing platforms
 </li>
 <li>
 Experience in AI-powered call center automation
 </li>
 <li>
 Knowledge of real-time voice processing pipelines
 </li>
 <li>
 Experience supporting large-scale enterprise telephony environments
 </li>
 </ul>
</div>

Senior VoIP & Contact Center Integration Engineer (AI Call Center)

Concentrix

<div>
 
 Job Title
 
 
 
 B2B English- Associate Customer Success
 
 
 
 Job Description
 
 
 
 The Associate Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.
 
 
 <ul>
 <li>
 Manage high volume of customer contacts and communications through phone and email each day
 </li>
 <li>
 Use contact search and productivity tools to verify contact information is accurate
 </li>
 <li>
 Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
 </li>
 <li>
 Develop a level of product knowledge to speak intelligently to customers and address specific objections
 </li>
 <li>
 Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
 </li>
 <li>
 Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"
 </li>
 <li>
 Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
 </li>
 <li>
 Work with teams and management to promote a positive customer experience
 </li>
 </ul>
</div>

B2B English- Associate Customer Success

Al Ahly Momkn

<div>
 
 
 Job Summary :
 
 
 
 
 The DevOps Supervisor is responsible for overseeing DevOps operations across teams, ensuring alignment with organizational objectives, system stability, and delivery excellence. The role supervises DevOps Leads and Engineers, provides technical and operational oversight, and ensures DevOps processes, platforms, and tools are effectively implemented and continuously improved. The Supervisor acts as the primary escalation point for complex operational issues and ensures high availability, scalability, and performance of systems across environments.
 
 
 
 
 
 Responsibilities
 
 
 
 -
 
 DevOps Oversight &amp; Governance
 
 
 
 
 a. Supervise and guide DevOps Leads and Engineers to ensure consistent execution of DevOps practices across teams.
 
 
 
 b. Ensure DevOps processes, standards, and tools are properly implemented and adhered to.
 
 
 
 c. Review and validate DevOps roadmaps, plans, and deliverables proposed by DevOps Leads.
 
 
 
 
 - Operational Excellence &amp; Delivery
 
 
 
 
 a. Oversee the execution of CI/CD pipelines, deployment activities, and infrastructure operations to ensure reliability and efficiency.
 
 
 
 b. Ensure system availability, performance, and stability across production and non -production environments.
 
 
 
 c. Act as the escalation point for critical incidents, deployment failures, and infrastructure issues.
 
 
 
 
 - Platform Management
 
 
 
 
 a. Oversee DevOps infrastructure including servers, storage, and cloud platforms.
 
 
 
 b. Ensure proper implementation and utilization of Kubernetes, OpenShift, Docker, and CI/CD tools.
 
 
 
 c. Supervise system migrations, upgrades, and platform enhancements to ensure minimal disruption and smooth transitions.
 
 
 
 -
 
 Automation &amp; Continuous Improvement
 
 
 
 
 a. Drive continuous improvement initiatives to enhance automation, reduce operational risk, and improve delivery speed.
 
 
 
 b. Review and approve automation strategies for build, release, deployment, and configuration management.
 
 
 
 c. Ensure DevOps solutions are scalable, secure, and aligned with best practices.
 
 
 
 -
 
 Cross - Functional Collaboration
 
 
 
 
 a. Work closely with Development, QA, Security, and Infrastructure teams to align DevOps activities with business and technical needs.
 
 
 
 b. Support DevOps Leads in resolving cross -team dependencies and delivery challenges.
 
 
 
 c. Ensure effective communication between technical teams and management.
 
 
 
 -
 
 Monitoring, Risk &amp; Incident Management
 
 
 
 
 a. Oversee monitoring, alerting, and incident response frameworks.
 
 
 
 b. Review root cause analysis reports and ensure corrective and preventive actions are implemented
 
 
 
 -
 
 Vendor &amp; Stakeholder Management
 
 
 
 
 
 
 a- Consulting with Vendor as appropriate to obtain necessary support and resources for DevOps solutions .
 
 
 
 b. Ensure vendor solutions and services align with DevOps standards and operational requirements.
 
 
 
 c. Provide status updates, risks, and recommendations to senior management as needed
 
 
 
 
 
 
 
 
 
 
 
 Requirements
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in computer science, Information Technology, Engineering, or a related field .
 
 </li>
 <li>
 7&ndash;10 years of experience in DevOps, Infrastructure, or Platform Engineering roles.
 
 </li>
 <li>
 Minimum 3 &ndash;5 years in a senior DevOps / lead / supervisory role with responsibility for overseeing teams and platforms.
 
 </li>
 <li>
 Proven experience supervising DevOps Leads and Engineers in multi -environment setups (production &amp; non - production).
 
 </li>
 <li>
 Strong experience managing CI/CD pipelines, system migrations, and platform upgrades in enterprise environments.
 
 </li>
 <li>
 Hands -on experience with containerization and orchestration technologies such as Docker, Kubernetes, and OpenShift.
 
 </li>
 <li>
 Solid exposure to Linux and Windows server environments.
 
 </li>
 <li>
 Experience working in high -availability, performance - critical environments (fintech, banking, telecom, or large -scale platforms is a plus). team
 
 
 
 
 
 </li>
 </ul>
 Benefits
 
 
 <ul>
 <li>
 Embark on an exciting journey with the Fin-Tech Experts.
 
 </li>
 <li>
 Join a workplace that actively encourages and supports all talents.
 
 </li>
 <li>
 A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
 
 </li>
 <li>
 Join us in our mission to accelerate financial inclusion and make financial freedom accessible to all.
 
 </li>
 <li>
 Medical, social, life, insurance
 
 
 </li>
 </ul>
</div>

Devops Supervisor

Sonata Software

<div>
 
 
 Sonata Software Overview
 
 
 
 In today's market, there is a unique duality in technology adoption. On one side, extreme focus on cost containment by clients, and on the other, deep motivation to modernize their Digital storefronts to attract more consumers and B2B customers.
 
 
 
 
 
 As a leading Modernization Engineering company, we aim to deliver modernization-driven hypergrowth for our clients based on the deep differentiation we have created in Modernization Engineering, powered by our Lightening suite and 16-step Platformation&trade; playbook. In addition, we bring agility and systems thinking to accelerate time to market for our clients.
 
 
 
 
 
 Headquartered in Bengaluru, India, Sonata has a strong global presence, including key regions in the US, UK, Europe, APAC, and ANZ. We are a trusted partner of world-leading companies in BFSI (Banking, Financial Services, and Insurance), HLS (Healthcare and Lifesciences), TMT (Telecom, Media, and Technology), Retail &amp; CPG, and Manufacturing space. Our bouquet of Modernization Engineering Services cuts across Cloud, Data, Dynamics, Contact Centers, and around newer technologies like Generative AI, MS Fabric, and other modernization platforms
 
 
 
 
 
 
 Teams voice Customer Engineer- L3/L4 Support
 
 
 
 
 Full Time
 
 
 
 
 Cairo, Egypt
 
 
 
 
 **German Language Skill is Mandate**
 
 
 
 
 
 
 We are seeking a highly skilled and experienced Microsoft Customer Engineer specializing in Microsoft Teams. The ideal candidate will help customers empower their employees, maximize employee productivity and drive success and seamless operation of Microsoft Teams to our customers. This role is customer-facing and requires excellent communication skills, both verbal and written, to interact with technical, non-technical and leadership contacts at customers.
 
 
 Relevant Titles
 
 <ul>
 <li>
 Teams Workshop
 </li>
 <li>
 Teams Pilot
 </li>
 <li>
 Teams Activation
 </li>
 <li>
 Teams Optimization
 </li>
 <li>
 Teams Phone
 </li>
 <li>
 Teams Room.
 </li>
 </ul>
 
 Skills Required
 
 <ul>
 <li>
 10+ years experience with customer facing roles in systems architecture, administration, operations, software support, and IT consulting, with a focus on Microsoft Teams or similar collaboration platforms.
 </li>
 <li>
 BA/BS (or higher) in Information Technology, or a related field or equivalent experience.
 </li>
 <li>
 Proven experience in a customer-facing role, demonstrating excellent communication and interpersonal skills
 </li>
 <li>
 Work directly with customers to understand their Microsoft Teams requirements and provide expert guidance and support.
 </li>
 <li>
 Deliver technical solutions to address customer issues, ensuring optimal performance and reliability of Microsoft Teams.
 </li>
 <li>
 Advanced analytical, problem-solving, and decision-making skills.
 </li>
 <li>
 Advanced background in engineering and architectural design of Unified Communications with a focus on Microsoft Teams, PSTN configurations, Teams Enterprise Voice, Direct routing, and telephony infrastructure (such as Session Boarder Controllers and Contacts Centers).
 </li>
 <li>
 Experience in conducting technical workshops, training sessions, and webinars to educate customers on the best practices and new features of Microsoft Teams.
 </li>
 <li>
 Assist in the deployment, configuration, and customization of Microsoft Teams and related applications to meet customer needs.
 </li>
 <li>
 Document technical solutions, best practices, and troubleshooting steps to build a knowledge base for internal and customer use.
 </li>
 <li>
 Deep technical knowledge of Microsoft Teams architecture, features, and functionalities.
 </li>
 <li>
 Proficiency in Microsoft 365 suite, including SharePoint, OneDrive, and Exchange.
 </li>
 <li>
 Experience with Microsoft Teams administration, including user management, policies, and compliance.
 </li>
 <li>
 Strong knowledge and skills in related solutions such as SharePoint, OneDrive, Power Platform, Azure AD, Intune and other M365 services
 </li>
 <li>
 Ability to diagnose and resolve issues related to Microsoft Teams clients, meetings, calls, and integrations.
 </li>
 <li>
 Familiarity with scripting and automation tools such as PowerShell to streamline administrative tasks.
 </li>
 <li>
 Experience and knowledge in designing and implementing Teams Telephony solutions, including Direct Routing, Calling Plans, Phone System, and Voice Apps and Microsoft Teams Room Systems and related hardware configurations.
 </li>
 <li>
 Knowledge of third-party applications and integrations that enhance Microsoft Teams capabilities.
 </li>
 <li>
 Ability to work independently and as part of a collaborative team.
 </li>
 <li>
 Strong organizational skills and the ability to manage multiple tasks and priorities simultaneously.
 </li>
 <li>
 Strong knowledge of voice and network protocols, standards, and best practices.
 </li>
 <li>
 Strong troubleshooting Microsoft Teams calling, conferencing and call quality issues.
 </li>
 <li>
 Knowledge and experience building Teams bot, integration of Microsoft graph into Teams app and knowledge of tools used to develop Teams app. Knowledge of the Microsoft Teams Toolkit is a plus.
 </li>
 </ul>
 
 
 
 
 
 Why join Sonata Software?
 
 
 
 At Sonata, you&acute;ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what&acute;s possible. To build never seen before solutions to some of the world&rsquo;s toughest problems. You&acute;ll be challenged, but you will not be alone. You&acute;ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
 
 
 
 
 
 Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law
 
 
 
</div>

Microsoft Teams Specialist- L3/L4 Support

Blue Mark Agency

<div>
 
 We are hiring: AI Video Production Specialist (Full Time - Remote)
 
 
 
 
 
 We are looking for a highly skilled AI Video Producer who can create complete video ads using AI tools from scratch.
 
 
 
 
 
 Responsibilities:
 
 
 &bull;	Create full video ads using AI (concept &rarr; script &rarr; visuals &rarr; voice &rarr; edit)
 
 
 &bull;	Generate cinematic scenes using AI tools
 
 
 &bull;	Produce high-converting ad creatives
 
 
 &bull;	Sync voice-over with visuals
 
 
 &bull;	Deliver ready-to-publish ads
 
 
 
 
 
 Requirements:
 
 
 &bull;	Strong experience in AI video tools (Runway, Pika, etc.)
 
 
 &bull;	Experience in creating marketing ads (not just editing)
 
 
 &bull;	Strong storytelling and editing skills
 
 
 &bull;	Ability to create full scenes using AI
 
 
 
 
 
 Bonus:
 
 
 &bull;	Experience with ElevenLabs (AI voice)
 
 
 &bull;	Experience in performance marketing
 
</div>

AI Video Production Specialist

Nestlé

<div>
 
 Sales Supervisor &ndash; Nile Delta
 
 
 
 
 POSITION SNAPSHOT
 
 
 
 Location: Nile Delta, Egypt (Ismailia, Mansoura &amp; Damietta)
 
 
 Company: Nestl&eacute;
 
 
 
 Position Summary
 
 
 
 Joining Nestl&eacute; means you are joining the largest food and Beverage Company in the world. At our very core, we are a human environment &ndash; passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future. The Sales Supervisor will act as a single point of contact for all businesses for implementation "Picture of success" in field.
 
 
 
 A DAY IN THE LIFE &hellip;
 
 
 
 <ul>
 <li>
 Ensure achievement of agreed targets/KPIs (GPS, TS, distribution, merchandising) in the assigned Area.
 </li>
 <li>
 Follow up, update and flawless execution of Field Sales Plan for his area.
 </li>
 <li>
 Execute daily monitoring of Sales Rep. Performance vs. "Picture of Success" (evaluation and calibration accuracy).
 </li>
 <li>
 Responsible for the execution of the Channel plans at the point of sales, Support the development of Field Sales, Channel Plans for each category by providing feedback on the Cycle plan activities agreed in action plans.
 </li>
 <li>
 Ensure adherence of all Company principles and policies and Safety and local legal regulations.
 </li>
 <li>
 Coach, motivate, develop, evaluate and control direct sales force, merchandisers, eventually retailers.
 
 
 </li>
 </ul>
 
 ARE YOU A FIT?
 
 
 
 <ul>
 <li>
 Experience: Minimum of 2 years in field sales, with proven management and people development skills.
 </li>
 <li>
 Sales Background: Prior experience in a Sales Representative role is essential.
 </li>
 <li>
 Must be a resident in Ismailia, Mansoura or Damietta
 </li>
 <li>
 Industry Knowledge: Experience in FMCG, distribution, or retail is preferred.
 </li>
 <li>
 Language Skills: Proficiency in English is a plus.
 </li>
 </ul>
</div>

Associate Manager, Sales

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