Key Responsibilities:• Contact Center Technology Strategy, Budgeting, Problem Solving, Digital Transformation & Automation• Resource Management & Leadership of Contact Center Planning & Operations Team• Coordination with commercia & technology teams from projects inception till execution• 24/7 Operations management of IVR & inbound/Outbound Agents backend Avaya systems • Operations optimization, enhancing customer experience, driving technological advancements

Key Responsibilities:• Managing Contact Center Technology projects and CRs implementation life cycle• IVR & Contact Center solution architecture design, Implementation & Capacity planning • Technical Analysis, Risk Analysis, Business Continuity/Disaster Recovery Analysis • Technical training, documentation & knowledge transfer to operations teams• Business requirement conversion into technical solution through gap analysis• Technical solution testing for all integration touch points use cases• Coordination with multiple vendors (Avaya, Cisco, Ericson, Microsoft, HP, Huawei, ZRG)

Key Responsibilities:• Integrations of IVR/CC solution with backend for features enhancement e.g. CRM, Financial & Charging• Cost and benefit analysis of BOQ for new Contact Center projects• R&D on Technology Advancement & Infrastructure Optimization • Administration & Maintenance of multiple OS like Windows, Linux, Unix, Sun Solaris• Management of SQL Server & Oracle databases functions like ETL, Increment/Decrement Data File Sizes

Key Responsibilities:• Management and Administration of 24 x 7 Contact Center, IVR solutions & Enterprise system• Deployments, Operational management & Strategic support for Avaya CC, IVR Solutions, Integrations

Contact Center Technology Operations• Technical Support of ZRG Contact Center systems and IVR application operations• Monitoring, Administration, Maintenance & Troubleshooting of end to end CC & IVR solutions