Education & Experience:
• Bachelor’s or Master’s degree in Computer Engineering, Telecommunications, IT, or related fields.
• 5+ years of hands-on experience in implementing and supporting Contact Center solutions (Avaya, Genesys, 3CX, or Asterisk).
• Proven experience in a Lead or Senior role is a strong plus.
Technical Skills:
Core Systems: Deep hands-on experience in implementing and troubleshooting major Contact Center platforms such as Avaya, Genesys, 3CX, or Asterisk.
Contact Center Features Mastery: Strong practical knowledge and experience in implementing, configuring, and optimizing
Key Call Center features, including:
• IVR/Self-Service: Interactive Voice Response design, flow creation, and integration with backend systems.
• AI & Automation: Familiarity with integrating Voicebot and Chatbot solutions for automated customer interactions.
• Omnichannel: Experience in integrating and managing non-voice channels (Email, Chat, Social Media) within the Contact Center platform.
• Integration: Proficient in using APIs (REST/SOAP) and standard protocols for seamless integration with CRM, ticketing systems, and data warehouses.
Soft Skills & Management:
• Project Management: Strong organizational skills with the ability to manage multiple projects simultaneously. (PMP or Prince2 certification is a plus).
• Communication: Excellent command of English (Written and Spoken). Able to communicate technical concepts to non-technical stakeholders and work with foreign vendors.
• Leadership: Ability to motivate a team and resolve conflicts effectively.
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