Contact Center Solutions Senior Technical Analyst SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C

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. .