Company Profile
Techno Brain BPO / ITES, an ISO 9001:2008 Certified business process outsourcing & IT enabled services division of Africa’s leading ICT Solutions and Education & Training Provider, Techno Brain Group. Techno Brain BPO / ITES offers specially tailored, affordable, quality and high end solutions in the areas of Voice, Data, Knowledge Process management and IT enabled Services to organizations in Africa, Asia an USA. Techno Brain, is a CMMI Level 3 Company with operations in Africa, Asia, USA, UAE and UK, is committed to deliver high quality, cost effective, off the shelf ICT Solutions, Education and Training, & BPO/ITES services to Governments, NGOs & private organizations across the globe.
Currently we are a hiring Assistant IT Manager.
POSITION OVERVIEW
The role holder will be responsible for Managing the entire Contact Center Technology. Manage all escalations from internal customers and client ends, around contact center technology systems and functions timely and effectively.
Thorough planning of IT department deliverables, effective coordination of system upgrades and other maintenance activities. Coordinate with external provider and vendors and lead the discussions and projects.
The role will be interacting with the Head of IT, Business Unit Head, Assistant Operations Manager, Head of Operations, and HR Manager.
Required Skills & Experience:
Academic Qualifications
Bachelor’s Degree in IT, Computer science, Computer Engineering
Must have knowledge of Windows, Linux and Network
Certifications like CCNA/REDHAT/INFOSEC/Call Center technology quality assurance
Ticketing Tool Management
Experience:
Excellent communication skills. Both in written and verbal professional English communication. Good Interpersonal skills is a must to work with different departments in the organization.
Experience in designing/administering Contact Center systems including Dialers, ACD Systems, IVR, Trunk Lines, Cloud based software, SIP systems and connections management, VoIP Telephony connectivity management
Minimum 2 years of good experience on leading IT teams related to contact center management, experience in the implementation of call center technology to customer is key.
Working knowledge of associated programming languages, data base systems, web services and automation tools are required.
Expertise in Windows, Network and Linux
Experience in Firewalls, Security management
Responsibilities:
Managing of entire Contact Center Technology, especially voice function across multiple locations. It includes Inbound and outbound voice and blended client programs.
Manage client processes on contact center systems with Omni channel around SMS, Web Chat and Email management systems.
We prefer candidates with experience on Genesys, Ameyo, Avaya, Xcally, Presence and Cisco systems management predominantly. Start form the scratch design development of campaigns assigned on these technology systems which are deployed across different locations of the company and also on cloud contact center systems that would include design of IVR systems, skill based routing, campaign design for Outbound, Inbound and blended models.
Manage all escalations from internal customers and client ends, around contact center technology systems and functions timely and effectively.
Thorough planning of IT department deliverables, effective coordination of system upgrades and other maintenance activities. Coordinate with external provider and vendors and lead the discussions and projects. Support team to get involved and take similar responsibility.
Design BCP solutions for voice systems.
Review of tickets created in the contact center unit to ensure process being adhered to and service quality being assured
Take Project technical requirement of new client assigned and implement it effectively until we get Client sign off with CSAT.
Maintain documentation and change management records.
Closing Date for receiving applications: 10th June, 2020.
The role holder will be responsible for Managing the entire Contact Center Technology. Manage all escalations from internal customers and client ends, around contact center technology systems and functions timely and effectively.
