Contact Center Solutions Senior Technical Analyst

• 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 if any 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 suggestion in the products.
• Review the vendor proposal and provide feedback on the same to ensure the completeness of the scope and quality.
• Provide periodic reports and monthly updates on the 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 though APIs/other interfaces and Implementation of any new functionality by developing new services.
• Provide solution design recommendations for new channels/services in alignment with architectural principles.

Desired Candidate Profile

• 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 of programming languages like Java/C++/HTML/JavaScript/CSS.
  • Experience in SQL/Oracle Database.
  • Excellent troubleshooting skills.
  • Excellent communication skills.
  • Excellent root cause analysis.
  • Excellent in Time Management