What you’ll do

Role purpose:

System Administrator: Contact Centre and Digital Channels is responsible for the administration and management of contact centre systems, IVR, digital care and social media channels, knowledge base portals for the agents servicing the customers, customer surveying platform, and administration of the automated testing.

Key accountabilities and decision ownership:

The person in this role will be responsible for the following:

• Administration and management of contact centre system by ensuring IVR flows are developed, tested, deployed, and continuously evolved as per business requirements, architecture underlying the contact centre solution is well maintained, always available, operates under optimal conditions, and offers redundancy at all times. Ensuring the customer surveys are sent on a timely manner and evolved over time to meet the customer and business needs.
• Administration and management of social media and digital channels by using Artificial Intelligence, NLP technologies, and cognitive machine learning in order to maintain and enhance social media, voice biometrics, and chatbot platforms to meet changing needs as well as integration of these platforms with other third parties.
• Ensuring security patches, vulnerabilities, change managements, checklists, user reviews, and compliance within the customer experience section are within the SLA.
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• Timely management and resolution of all problems, incidents, and requests from all stakeholders as per agreed SLA.

Who you are:

Core competencies, knowledge and experience:

• Good Analytical and problem-solving skills.
• Good communication skills, team player, and can experience and learn fast.
• Curious about automations and artificial intelligence.
• Detail-oriented and able to apply critical thinking whilst operating with precision.

Must have technical/professional qualifications:

• B.Sc. in Computer Science/Computer Engineering or Electronics and Communication Science, IT Systems Administration.
• 1-3 years of experience in the telecommunication/IT environment with good knowledge of contact center and social media solutions.
• Working experience in Artificial Intelligence, NLP technologies, Automations, and cognitive machine learning.
• Working experience with programming languages such as Java, Application Programming Interfaces such as Json, Soap UI.
• Working knowledge of RDBMS Databases - MS SQL Server, MySQL, Oracle, Maria, etc.
• Working knowledge of Windows Server 2016 and above, Red Hat UNIX/Linux Operating Systems, Load balancers.
• Prior Experience in contact centers and social media channels is an added advantage.