مركز الوظائف

Role Summary

The Contact Center Engineer is responsible for the Ooredoo Palestine contact Center solutions. This includes handling contact center Daily operations, System Maintenance, Monitoring, and ensure successful integration with other corporate systems and databases.  As the Contact Center Solutions Engineer, you will work closely with the contact center business management team to improve contact center business results through application of technology and process improvements.  You will also develop implementation plans and measure results. 

Duties & Responsibilities

Responsible for all Ooredoo Palestine contact Center Solution Applications and Critical Systems, in term of monitoring, backup and administration. Responsible for First- & Second-Line Support in contact Center and manage the daily Technical operations. Patch Update and Upgrades for all Contact Center Systems and Components. Responsible on resolving critical technical issues while working with others in IT and with vendors to ensure quick resolution and implementing measures to prevent recurrence. Basic and Advanced Call Routing. Responsible for Contact Center Scripting, daily administrations operation. Responsible for Contact Center Quality Management solutions. Develop IVR Application. Deploy IVR Application as well as any related announcements changes and modifications. Responsible for tracing Customers Calls and transactions and troubleshoot issues related them. Develop, customize and Modify Contact Center reports Responsible for Voice of Customer Solution Responsible for Work Force Management System (WFM), in term of support and administration. Manage, Run and create Outbound Dialling Campaigns. Analyse and respond to customer care department requirements. Reporting on Call Center Status and Statistics. Participates in design, development, and implementation of IVR applications.

Work Experience & Qualifications:

Education:

• bachelor’s degree in computer science, Computer or Telecommunication Engineering.

 

Experience:

• 2 to 3 years of experience (Fresh Graduates are applicable).

• Good Knowledge of Network Devices and Functionality.

  • Good Knowledge in MS Windows Servers, Linux OS.
  • Good Knowledge on VOIP Technology and Systems.
  • Strong Knowledge in Java, Eclipse, VXML, XML, and SQL.
  • Good working knowledge of data communications and Internet knowledge including TCP/UDP/IP, routing, tunneling.
  • Good Knowledge in call center concepts, functionality, and Systems.

Personal Traits & Special Skills:

• Problem solving & analytical Thinking.
• Logical and quick solutions provider.
• Ability to work under pressure in courteous and professional manner.
• Ability to work responsibly with or without direct supervision.
• Professional demeanor, previous customer service experience strongly desired.
• Ability to communicate clearly and concisely, both verbally and with written documentation.
• Ability to apply judgment, implementing solutions, and resolve conflicts, all in a multi-tasked environment.
• Friendly presence and helpful attitude.

• Proficiency in Arabic and English (oral and written).

0Key Performance Indicators

• comply to Ooredoo Overall performance metrics 
• Maintain good coordination and working relationships with related departments and units mainly customer care.  Assistance is provided as needed.
• Availability and stability of Contact center systems and applications.
• Good coordination and communication with other staff members.

• Assigned functions are efficiently and effectively completed in a professional manner