IT Engineer Channels

MAIN PURPOSE OF THE JOB

To support from a technology perspective the implementation, stabilization and growth phase of a new Contact Center being established in Dubai, in line with organization standards. The candidate will also be responsible for managing the ATM Channel from an IT perspective.

KEY RESPONSIBILITIES / DUTIES

List daily/weekly duties that account for at least 5% of the time as well as typical projects or assignments.

This role requires the candidate to be able to manage the project phase of the transition (implementation, testing), support the post implementation stabilization phase and eventually to support business growth.

The role will involve significant level of interaction with vendors, the centralized Company’s KSA IT department and business users.

The candidate needs to be an adept project manager and be comfortable in handling a dynamic growth environment in this role.

The candidate is expected to maintain and improve the call center Technology/ Network/ Applications/ Interface operations by monitoring system performance, establishing a User helpdesk, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses; managing system improvement; installing upgrades.

He/ she is also expected to support the call center growth plans by participating in needs assessments, establishing technical specifications, evaluating solutions/ technologies, cost/benefit analyses, vendor engagement and drive implementation.

The role also requires the candidate to manage the ATM Channel of the bank. This would involve ensuring the ATM uptime is maintained within acceptable limits in coordination with external vendors, support First and Second Line Maintenance issue resolution, address trends, support roll out of new ATMs and taking care of all Admin related matters pertaining to the ATM network.

Key characteristics sought are:

1. Should have at least 5 years experience in dealing with an Avaya Aura Contact Center Solution.
2. Good understanding of business processes associated with a Contact Center in the growth phase.
3. Ability to interact with diverse set of stakeholders.
4. Ability to work to stringent deadlines, independently and with a ‘Do-it-Right-the-first time’ approach to quality.

Exhibit willingness to assume additional responsibilities within the IT department as may be granted from time to time, a factor which will be critical for overall growth.

QUALIFICATIONS / EXPERIENCE REQUIRED

Include only those qualifications/experience absolutely necessary to perform the job.

Education & qualifications (include Membership of professional bodies): Bachelor degree holder.

Work experience: 5 year + experience in a technology role handling AACC solutions.

Other knowledge/skills (eg. management, interpersonal, technical): MS Office, Fluent English.