وظائف شاغرة لدى شركة اكستنسيا في عمان

 

 

Want to join our team?

We’re looking for a Platforms Support Officer. The Platform Support Officer is responsible to define, architect, and build ground-breaking voice call center services to support our ever-expanding needs in the contact center environment.

Qualifications & Requirements:

– Bachelor’s degree in Computer or communication engineering, or any related field.

– Fresh Graduate or 1+ year’s previous experience with any Contact Center solutions.

– Manage and lead the Platform team of administrators & Sub. administrators.

– Train and coach the Platform team of administrators & Sub. administrators.

– Leverage and influence the technical experience of the Platform team.

– Fluent English.

– Strong decision-making and problem-solving skills.

– Strong communication skills (verbal, written, and listening).

– MS Office Suite.

Job Responsibilities:

– Officer-level hands-on experience in the following: ACD administration, scripting/vectoring, IVR/Menuing, diagnostics, and troubleshooting working Knowledge Desired: Background supporting, Call Recording, IVR Menuing, and PBX configurations related to ACD.

– Strong technical ability with good analytical and problem-solving skills.

– Working knowledge of VoIP Technologies, Carrier SIP, Voicemail Systems, and basic telephony.

– Installation and configuration for any new telephony and call center-related hardware platforms e.g. voice gateways, analog, digital, and VoIP cards and lines, telulars, and modems.

– Installation and configuration for any new software e.g. platforms systems, upgrades, and licenses.

– Installation for any new upgrades and system patches for the telephony and call center solutions.

– Installation and configuration of the agents’ tools e.g. softphones and hard phones, contact center solution clients, recording system clients.

– Configuration and modifications for any new or existing customer IVR or call flow processes.

– Maintain the inventory of call center platform hardware components.

– Maintain the security levels for all telephony /call center platform systems to avoid any internal or external frauds.

– Maintain the backup/restore policy on all systems on a regular basis.

– Maintain and manage all call center platform licenses to make sure all licenses are up to date.

– Telephony and call center solutions configuration and administration for any new client requirements.

– Adopting any new system changes and modifications.

– Daily system logs/alarms monitoring with preventive maintenance for all telephony solutions.

– Coordinate with any telephony hardware/software vendors.

– Maintain the confidentiality of internal and external information.

– Apply and fulfill the company’s policies and procedures.

– Implement and act in accordance with the organization’s information security policies.

– Protect assets from unauthorized access, disclosure, modification, destruction, or interference.

– Report security events or potential events or other security risks to the organization.

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