Apply for this job First Basic information Job role Information Technology Career level Mid Career (2-6 years) Keywords Contact Center Lead - CCNA - IVR configurations People Second Description Design and implement contact center solutions, including telephony systems, interactive voice response (IVR), Automatic Call Distributor (ACD), and omnichannel support. Configure and integrate contact center applications with CRM systems and other enterprise tools. Perform routine maintenance, upgrades, and troubleshooting of contact center infrastructure to ensure continuous operation. Respond to and resolve technical incidents and problems related to contact center applications and telephony systems. Monitor contact center performance metrics, analyze data, and identify areas for improvement. Optimize systems to enhance call routing, reduce wait times, and improve customer experience. Implement and maintain security measures for contact center systems, including access controls and compliance with data protection regulations. Ensure adherence to industry standards and best practices in contact center operations. Collaborate with cross-functional teams to integrate contact center solutions with other IT systems and applications. Maintain comprehensive documentation, including system configurations, procedures, and troubleshooting guides. Ensure correct adoption of policies and procedures to guarantee that the bank's business is conducted in compliance with Local Laws, Internal rules and regulations, as well as, International Standards. Ensure the correct functioning and implementation of the Permanent Supervision system, compliance, operational risk & workplace success guidelines whenever & wherever possible Requirements Bachelor's degree in computer science, information technology, or a related field (Master's preferred) from a reputable university. Relevant certifications (e.g., CCNA, AWS Certified Solutions Architect). 4–6 years of experience in contact center technologies specifically in Genesys. Good knowledge of Java SE. Hands-on experience in call routing and IVR troubleshooting Basic experience with Oracle DB and SQL. Good knowledge of Linux OS. Proven experience in designing, implementing, and supporting contact center solutions, preferably in a complex enterprise environment. Proficiency in telephony systems, IVR configurations, ACD setup, and CRM integration. Third Company information Industry Banking Area Downtown
