Senior Manager - Loyalty Platform - IVR (Mashreq Global Network Pakistan)

Mashreq; Pakistan; On-site; PKR 250,000 - 420,000; Full time

Job summary

Mashreq is seeking an experienced IVR and chatbot systems specialist in Pakistan to manage and enhance Avaya IVR, OD, and chatbot integrations. The role focuses on delivering reliable, scalable solutions, coordinating with multiple teams, and ensuring smooth deployments and postproduction support.

The ideal candidate brings 8–10 years of hands-on experience with Java, SQL Server, Mongo, and cloud-native microservices, along with expertise in Azure, RESTful interfaces, Tomcat, and Kubernetes.

Qualifications

• Domain knowledge of Avaya IVR, Avaya OD, chatbot technologies,Azure and microservices.
• Expertise in Java.
• Proficiency in SQL Server and other databases like Mongo.
• Knowledge of Apache Tomcat, Kubernetes.
• Proficiency in integrating and consuming RESTful webservice interfaces.
• 8-10 years of experience.

Responsibilities

• Manage IVR and chatbot applications and ensure stability in production.
• Coordinate with business and IT teams for requirements, development, and delivery.
• Plan deployments and provide postproduction support.
• Monitor health status of applications and ensure reliability.
• Support incidents, root cause analysis, and remediation per Mashreq policies.
• Document DR processes and backup/testing procedures.
• Adhere to governance, data policies, and HR/ company policies.

Skills

Avaya IVR

Avaya OD

Chatbot technologies

Azure

Micro services

Java

SQL Server

Mongo

Apache Tomcat

Kubernetes

RESTful API

Tools

Apache Tomcat

Kubernetes

Job description

• Primary responsibility is to manage IVR and chatbots applications.
• Understand business requirements, new projects raised for the IVR & chatbot.
• Participate in application development, co-ordinate with other teams so that requirements are developed and delivered as per user expectation.
• Planning and ensuring smooth deployments and postproduction support.
• Ensure applications are running in health status with adequate monitoring.
• Work with stakeholders and collaborate with different teams for delivery and support of the applications.
• Align with regulatory, information security guidelines, governance and technology processes.

Key Result Areas

• Ensuring IVR and chatbot applications are stable and healthy in production.
• IVR and chatbot channels should be available 24* 7 unless planned downtime activities
• Conduct regular review on infra usage (AKS/CPU/Memory/Disk etc.) both production and test environments.
• Responsible for development, software patching (Infra and application components) and accountability.
• Automation of BAU tasks and reduce manual intervention.
• Available to support application during incident/outages and ensure resolution. Work on RCA and problem management process is followed as per Mashreq policies.
• Work on documentation pertaining to DR, day to today activities as required by management team.
• Ensure backups are scheduled as per application recovery strategy and testing the back ups.
• Adherence/updation of SOP, audit evidence gathering, infra, governance, data policies.
• Compliant to HR and organization policies.
• Work closely with business stake holders on IVR and chatbot deliveries.
• Work with vendors to upgrade/incident fixes/new solution designs for vendor-based applications/products.
• Identify system improvements and simplify the system complexity.
• Identify revenue opportunities and make constructive suggestions.
• Provide support of the IVR & chatbot systems to ensure expected system availability and stability as per business criticality SLA/TAT.
• System monitoring and analysis - Pro-actively report the issues, analyze and provide solution.
• Service tickets support – Service tickets closure as per agreed SLA with root cause analysis and bug fixing if required.
• Participate in audit and other compliance activities as assigned and complete action items for mitigation and rectification.
• Ensure all processes adhere to internal standards set as part of Quality & Audit, Infrastructure Management Guidelines.

Knowledge, Skills and Experience

• Domain Knowledge Avaya IVR, Avaya Orchestration Designer, Chatbot technologies, Azure and Micro services knowledge.
• Expertise in Java.
• Proficiency in SQL Server and other databases like mongo.
• Knowledge of Apache Tomcat, Kubernetes.
• Proficiency in integrating and consuming RESTful webservice interfaces
• 8-10 years of experience

Mandatory

• Avaya IVR, Avaya OD, Chatbot integrations knowledge, Cloud technologies (Azure), RESTful API
• SQL Server and above
• Java, spring boot