الوطنية موبايل | IPCC Engineer

 
IPCC Engineer

Field: Networks & Engineering
Contract Type: Full Time - Permanent
Location: Palestine - Ramallah
Closing date: 07-Aug-2016

Role Summary:

The IPCC Engineer is responsible for the Wataniya Mobile Contact Center solutions. This includes handling contact center daily operations, system maintenance, monitoring, and integration with other corporate systems and databases.  As the Contact Center Solutions Engineer, you will work closely with the contact center business management team to improve contact center business results through application of technology and process improvements.  You will also develop implementation plans and measure results.

    

Duties & Responsibilities:

-Responsible for all WM contact Center Solution Applications and Critical Systems, in term of monitoring, backup and administration.
-Responsible for First & Second Line Support in Call Center and manage the daily technical operations.
-Patch update and upgrades for all Call Center systems and components.
-Responsible to resolve critical technical issues while working with others in IT and with vendors to ensure quick resolution and implementing measures to prevent recurrence.
-Basic and advanced Call Routing.
-Responsible for Contact Center scripting, daily operation and administrations.
-Responsible for call recording and agents screen capturing systems.
-Deploy IVR scripts as well as any related announcements.
-Responsible for the IVR; support, troubleshooting problems, managing and maintaining the IVR e-services requirements
-Responsible for Work Force Management System (WFM), in term of support and administration.
-Manage, Run and create Outbound Dialling Campaigns.
-Analyse and respond to customer care department requirements.
-Manage the business needs for customer Care.
-Reporting on Call Center Status and Statistics.
-Participates in design, development and implementation of IVR applications.
-Develop IVR Application using one of the following technologies, VXML, XML, Java.

Work Experience & Qualifications::

Education:

-Bachelor degree in Computer Engineering, Computer Science, or any related field.

Experience:

-2 to 3 years of experience (Fresh Graduates are applicable).
-Strong Knowledge of Network Devices and Functionality.
-Strong Knowledge in programming languages( java, C#, . etc) 
-Strong Knowledge in Database administration like MS-SQL, MySQL, Oracles. ..etc. 
-Strong Knowledge in MS Windows 2008, Linux OS.
-Strong Knowledge on VOIP Technology and Systems.
-Strong Knowledge in Java, Eclipse, VXML, XML, and SQL. 
-Strong working knowledge of data communications and Internet knowledge including: TCP/UDP/IP, routing, tunneling, PPP, and ATM.
-Very Good Knowledge in call center concepts, functionality and Systems.

Personal Traits & Special Skills::

-Problem solving & analytical Thinking.
-Logical and quick solutions provider.
-Ability to work under pressure in courteous and professional manner.
-Ability to work responsibly with or without direct supervision.
-Professional demeanor, previous customer service experience strongly desired.
-Ability to communicate clearly and concisely, both verbally and with written documentation.
-Ability to apply judgment, implementing solutions, and resolve conflicts, all in a multi-tasked environment.
-Friendly presence and helpful attitude.
-Proficiency in Arabic and English (oral and written).

Key Performance Indicators:

-Voice documents, records, and reports are prepared, maintained, and typed accurately and in a timely manner.
-Maintain good coordination and working relationships with related departments and units mainly customer care.  Assistance is provided as needed.
-Availability and stability of call center telephony systems and applications.
-Good coordination and communication with other staff members.
-Assigned functions are efficiently and effectively completed in a professional manner.

Note: you will be required to attach the following:
- Resume / cv
- Passport-size photograph

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