Contact Center Solutions Senior Technical Analyst

Sundus Gulf; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading recruitment agency in Abu Dhabi is looking for a Senior Technical Analyst specialized in Contact Centre Solutions. The role requires technical expertise in IT systems, managing vendor quality, and providing support for initiatives. Candidates should be proficient in languages like Java and SQL, and possess excellent troubleshooting and communication skills. This position offers a dynamic environment for professionals passionate about technology.

Qualifications

• Experience in SDLC and Methodologies.
• Experience in teamwork and team leading.
• Excellent root cause analysis.
• Excellent time management.

Responsibilities

• Provide technical expertise for IT systems related to Contact Centre Solutions.
• Manage vendor service level and quality of development.
• Provide technical support for multiple initiatives and track projects.
• Understand the latest technology trends and provide improvement suggestions.

Skills

Experience in Linux / Unix OS

Excellent troubleshooting skills

Excellent communication skills

Experience in SQL / Oracle Database

Tools

Java

C++

HTML

JavaScript

CSS

Job description

Overview

Position : Contact Centre Solutions Senior Technical Analyst

Job Location : Abu Dhabi

We are hiring a Contact Centre Solutions Senior Technical Analyst for one of our leading clients in Abu Dhabi, UAE. Please find the Job Description below.

Responsibilities

• Provide technical expertise for IT systems related to Contact Centre Solutions.
• Articulate and document business requirements for projects, change requests, etc.
• Manage vendor service level and quality of development.
• Provide business with required technical support, assessments, and reports.
• Propose technical recommendations and improvements.
• Mitigate risks and close audit points on the applications and processes.
• Provide technical support for multiple initiatives and track projects / BAU requests / CRs to closure.
• Closely monitor incidents tickets and problem tickets and close them before the breach of SLA.
• Understand the latest technology trends and provide improvement suggestions in the products.
• Review the vendor proposal and provide feedback to ensure completeness of the scope and quality.
• Provide periodic reports and monthly updates on ongoing initiatives to business and PMO.
• Follow-up with service teams / vendors for support issues and respond quickly to service tickets in a timely manner.
• Facilitate and UAT of projects, CRs by adhering to Quality control policies and guidelines.
• Support go-live and post go-live activities for projects and any releases to production.
• End-to-end management and delivery of projects and adherence to committed timelines.
• Digital channels integration with other parts of IT landscape through APIs / other interfaces and implementation of new functionality by developing new services.
• Provide solution design recommendations for new channels / services in alignment with architectural principles.

Functional Competencies

• Operational Excellence
• Communication
• Documentation / Process Ownership
• Information Security

Technical Competencies

• Experience in Linux / Unix OS.
• Experience in SDLC and Methodologies.
• Experience in teamwork and team leading.
• Experience in any programming languages like Java / C++ / HTML / JavaScript / CSS.
• Experience in SQL / Oracle Database.
• Excellent troubleshooting skills.
• Excellent communication skills.
• Excellent root cause analysis.
• Excellent time management.

Interested candidates can apply with their updated resume.