Contact Center Solutions Senior Technical Analyst (Outsource)

Description

Role: Contact Center Solutions Senior Technical Analyst (Outsource)
Location: Abu Dhabi
Role Purpose:
This role covers an IT team leader position to support the digital channels: Contact Center IVR Genie Dialer Chatbanking Data Voice Recording ITM Digital Connect Video Recording WFM SMS banking and UBPS. Reporting to Manager of Digital Channels Platforms. His role ensures those applications are in health status and available 24/7 to ADIB customers manage incidents track tickets and handle assigned tasks operational requests and timely reporting to management

Key Accountabilities of the role

• Provide technical expertise for IT systems related to Contact Center Solutions.
• Articulate and document business requirements for projects change requests etc.
• Manage vendor service level and quality of development.
• Provide business with required technical support assessments and reports.
• Propose ...