Contact Center Specialist
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Key skills for this role
About the Role
IT Max Global is looking for a Contact Center Specialist in Dubai to set up pre-sales and implement call center solutions. The role requires 4-8 years of experience with Avaya/Cisco telecom systems, PBX, IVR, CTI, SBC, SIP, and unified communications.
Key Skills for This Role
Responsibilities
- Maintain and analyze performance data to ensure optimal utility of network and telecom resources
- Support pre sales activities including assessing customer environment, designing solutions, and presenting to CXOs
- Install, configure, develop, and integrate chatbots, AI, and ML solutions
- Install, configure, develop, migrate, and maintain contact center environment
- Develop, maintain, support, and administer call center software solutions (routing strategies, architecture, reporting, IVR, CTI, Dialer, etc.)
- Install, configure, develop, migrate, and maintain chatbot with AI
- Install, configure, and maintain voice gateways and SBCs
- Develop web services for 3rd party integration
- Monitor and respond to alerts, resolve issues, and escalate when appropriate
- Develop and execute implementation plans for network change activities
Requirements
- Bachelor of Computer Science or relevant field
- 4 8 years of experience installing, configuring, and maintaining a Call Center environment
- In depth knowledge of Avaya/Cisco Telecommunications systems including PBX, IVR, CTI, SBC, SIP, and unified communications/voice mail
- Experience in developing CTI integration and custom reports
- Proficiency in Chatbot, Artificial intelligence, and Machine learning
- Proficiency in data and process analysis and data modeling
- Fluency in English language
- Arabic is a plus
Full Job Posting
Job Summary
- The Contact Center Specialist is responsible for setting up pre sales and implementation of call center solutions for our clients.
- They will be maintaining telecommunication systems, including PBX, IVR, CTI, SBC, SIP, and unified messaging/voice mail, reviewing reports and logs for problems, identifying appropriate solutions as well as supporting network infrastructure as needed.
Key Responsibilities
- Maintaining and analyzing performance data to ensure optimal utility of network and telecom resources.
- Being able to support pre sales activities including assessing the customer environment, designing the appropriate solution, and presenting the findings to CXOs.
- Installing, configuring, developing, and integrating chatbots, Artificial intelligence, and Machine learning solutions.
- Installing, configuring, developing, migrating, and maintaining contact center environment.
- Developing, maintaining, supporting, and administering call center software solutions (routing strategies, architecture, reporting, IVR, CTI, Dialer, etc).
- Installing, configuring, developing, migrating, and maintaining chatbot with AI.
- Installing, configuring, and maintaining voice gateways and SBCs.
- Developing web services for 3rd party integration.
- Monitoring and responding to alerts, revolving issues, and escalating when appropriate.
- Developing and executing implementation plans for network change activities.
- Developing, maintaining, and executing documented policies and procedures.
- Researching, recommending, and implementing new communication technologies.
Experience, Skills & Qualifications
- Bachelor of Computer Science or relevant field
- 4 8 years of experience installing, configuring, and maintaining a Call Center environment is required.
- In depth knowledge and understanding of Avaya/Cisco Telecommunications systems, including PBX, IVR, CTI, SBC, SIP, and unified communications/voice mail
- Experience in developing CTI integration and custom reports.
- Demonstrated proficiency in Chatbot, Artificial intelligence, and Machine learning.
- Demonstrated depth of business knowledge and technical expertise
- Demonstrated proficiency in data and process analysis and data modeling.
- Fluency in English language. Arabic is a plus
Compensation
- Pay: From AED10,000.00 per hour
Work Location
- Work Location: In person
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