System Contact Center Technical Lead (Technical Position)

Who we are?- onebank was established in 2020 as the company responsible for launching the 1st digital native bank in Egypt. The digital bank aims to create innovative solutions tailored to serve the needs of the banking customers in Egypt.-Our main goal is to create a positive customer experience through the differentiated journey that our customers live while using the digital bank.-Our Drive: We use our drive and commitment to energies, engage and inspire others, upholding the highest standards of work ethic, honesty and morality.Responsibilities :· Acting as first-line contact for application deployment, administration, troubleshooting, and support related inquiries and issues along with experience in Cisco Collaboration solutions · Deployment and maintenance of Cisco Contact center which includes installation and configuration of PCCE, CUCM, ICM scripts, VXML application , IPT · Unix/ Red Hat expert · Provide on-spot solutions for system technical problems during the deployments on production applications · Design and deployment of full life cycle Cisco contact center project integrations including call center workflows, new modules, fixes, enhancements & upgrades · Prepare changes prerequisites prior to production deployment and create backup packs to be used in case of deployment rollback is required. · Performing regular health checks, proactively monitoring and taking system backups to ensure smooth operations for the customers. · Following up with Cisco TAC for escalated tickets to ensure following the SLA · Working with vendors to help troubleshoot and resolve UC related issues. · Make sure of the packages version control and keep records of the deployments of production applications · Coordinate with change management team for proper control over production applications · Identify defects and inform the concerned stakeholders · Follows all relevant department policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner · Follow the day-to-day operations related to own jobs in the IT operation department to ensure continuity of work · Eleveo Recording/QM and Teleopti WFM is a big plus · Sprinklr Handling for social media interactions Skills required :· Bachelor's degree in Information Systems, Computer Science, or equivalent. · Good command of English and communication skills. · Minimum 5+ years of experience; 5+ in PCCE · Candidate is having the can-do attitude · He is eager to learn and extend his knowledge and fast learner · Committed and have a strong ownership