Job Position: Manager – Self Care and Technology
Job Description: Etisalat – Ajman – The Manager Self-care and Technology will responsible for designing and implementing critical components of our contact center Technology to improve the customer experience. Integrate a wide variety of technology platforms including IVR, call routing, speech recording and analytics, web development, self-service support tools, and enterprise management platforms such as workforce management systems etc. Work closely with key business functions including the accountable in business teams framing the strategy and will be responsible for technical solution design, build/integration, testing, deployment, and maintenance of end-to-end solutions to meet the business needs. Duties & Responsibilities : Responsible for developing the solutions as well as ensuring the solution delivers business outcomes post-implementation. Work closely with multiple internal business groups, External Vendor & Solution Providers to ensure project solutions are in alignment with overall business and technology requirements. Identifying & providing wide range of Contact Center technologies including but not limited to IVR’s, ACD’s, Intelligent Call Routing, SIP, CTI, Desktop Servicing Applications, Workforce Management, and Call Recording and Analytics etc. Coordinate and analyze business requirement across all self-service functions i.e. IVR and USSD and develop strategy to support these business needs. Ensure that all Self Service platforms are continuously developed in order to reduce cost, enhance customer experience and satisfaction . Provide support & Proof of Concepts of Prototypes in various Contact Centers. Constantly monitor best practices across Contact Center Technology of different Telco’s and other service industries and propose & Replicate. Preparing and presenting potential technical solutions and advising the business on the technical and business value of the proposition. Working with the various teams & Subject matter experts to understand the differen…see more details
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