IT Engineer � Channels

MAIN PURPOSE OF THE JOBTo 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 / DUTIESThis 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 performanceEstablishing a User helpdeskIdentifying and resolving problemsPreparing and completing action plansCompleting system audits and analysesManaging system improvement and installing upgradesHe/ she is also expected to support the call center growth plans by:Participating in needs assessmentsEstablishing technical specificationsEvaluating solutions/ technologiesConducting cost/benefit analysesVendor engagement and driving implementationThe 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, supporting First and Second Line Maintenance issue resolution, addressing trends, supporting the roll-out of new ATMs, and taking care of all Admin related matters pertaining to the ATM network.Key characteristics sought are:Should have at least 5 years experience in dealing with an Avaya Aura Contact Center Solution.Good understanding of business processes associated with a Contact Center in the growth phase.Ability to interact with a diverse set of stakeholders.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 REQUIREDInclude only those qualifications/experience absolutely necessary to perform the job.Education & qualifications: Bachelor degree holder.Work experience: 5 year + experience in a technology role handling AACC solutions.Other knowledge/skills: MS Office, Fluent English.

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