The Job:

• Oversee the contact center end-user support team, coordinating with managed service providers to prioritize incidents and requests.
• Ensure adherence to Service Level Agreements (SLAs) and maintain high-quality service delivery through regular monitoring and quality control checks.
• Provide day-to-day IT infrastructure support, ensuring all call center staff are equipped to meet business needs.
• Deliver 1st and 2nd level support for all contact center-related applications and voice infrastructure.
• Ensure 100% uptime of critical call center hardware and software systems through proactive monitoring and issue resolution.
• Support call center voice system planning and profile configuration to enhance operational productivity.
• Coordinate the implementation of new call center technologies and special projects as assigned.
• Engage with call center management to ensure operational effectiveness and alignment with business goals.
• Liaise with vendors to ensure service uptime and SLA compliance for all contact center systems.
• Conduct monthly issue-review meetings with vendors to enhance service productivity.
• Manage IT hardware and software assets, maintaining an up-to-date inventory and ensuring compliance with licensing and vendor contracts.
• Oversee the implementation of information security measures, ensuring systems meet baseline security standards.
• Provide KPI/metric reporting to management and maintain accurate documentation of systems and processes.
• Conduct research and development on voice infrastructure technologies to introduce new features and solutions.
• Ensure succession plans are in place and provide 24x7 on-call support coverage.

The Person:

• Bachelor’s degree in IT, Engineering, or a related field.
• A minimum of 2 years of relevant experience.
• Equivalent professional qualifications in the relevant field.
• Knowledge of the IT/Telecom industry.
• Excellent communication skills.
• Proficiency in Windows systems.