Manager - Self Care and Technology

Job description / Role

Principal Functions :

The Manager Self-care and Technology will responsible for designing and implementing critical components of our contact center Technology to improve the customer experience.

Integrate a wide variety of technology platforms including IVR, call routing, speech recording and analytics, web development, self-service support tools, and enterprise management platforms such as workforce management systems etc.

Work closely with key business functions including the accountable in business teams framing the strategy and will be responsible for technical solution design, build/integration, testing, deployment, and maintenance of end-to-end solutions to meet the business needs.

Duties & Responsibilities :

Responsible for developing the solutions as well as ensuring the solution delivers business outcomes post-implementation.

Work closely with multiple internal business groups, External Vendor & Solution Providers to ensure project solutions are in alignment with overall business and technology requirements.

Identifying & providing wide range of Contact Center technologies including but not limited to IVR's, ACD's, Intelligent Call Routing, SIP, CTI, Desktop Servicing Applications, Workforce Management, and Call Recording and Analytics etc.

Coordinate and analyze business requirement across all self-service functions i.e. IVR and USSD and develop strategy to support these business needs.

Ensure that all Self Service platforms are continuously developed in order to reduce cost, enhance customer experience and satisfaction .

Provide support & Proof of Concepts of Prototypes in various Contact Centers.

Constantly monitor best practices across Contact Center Technology of different Telco's and other service industries and propose & Replicate.

Preparing and presenting potential technical solutions and advising the business on the technical and business value of the proposition.

Working with the various teams & Subject matter experts to understand the different system in order to produce integrated end-to-end solution options.

Communicating the solution approaches to project teams and architecture review board and other stakeholders.

Reviewing, analyzing and evaluating market requirements, business requirements and project briefs in order to design the most appropriate end-to-end technology solutions.

Developing and recommending novel and innovative -- yet proven and demonstrated -- approaches to solving business and technical problems in the Contact Centers.

Keeping up-to-date on new technology, standards, protocols and tools in areas relevant to the environment.

Requirements

Education & Experience :

Bachelor Degree in Computer Communication, Business, Marketing or relevant area of study.

Mandatory - Customer Service, Channel Marketing.

At least 8Years of Experience in similar field.

Bachelor's degree in Computer Science or related discipline.

Experience with the following technologies: Aspect, Avaya, CISCO, hosted IVR, JAVA and NICE.

Excellent understanding of the Contact Center systems & platforms in Telecommunication Industry.

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.