مهندس راهکارهای فناوری اطلاعات

Job Description

• To collaborate with clients to understand their contact center requirements and technical needs.
• To design customized contact center technology solutions including the contact center platform and CRM tailored to meet client's contact center operations, ensuring seamless integration with their existing systems.
• To collaborate as Shaya representative in developing software solutions, applications, and integrations programs to enhance contact center functionality and efficiency.
• To configure, install, and deploy contact center software, hardware, and applications based on Shaya client specifications.
• To integrate various communication channels (voice, email, chat, social media) into the contact center platform.
• To collaborate with internal teams and third-party vendors to ensure smooth integration of contact center technologies.
• To provide technical support to Shaya clients during the implementation phase and troubleshoot any issues.
• To offer ongoing technical assistance, promptly addressing Shaya client inquiries and resolving technical challenges.
• To monitor performance and proactively of provided services by Shaya to identify and address potential technical issues.
• To customize contact center solutions to align with each Shaya client's unique business processes and requirements.
• To optimize Contact Center solution performance, including call routing, IVR flows and agent scripting, to improve customer experiences.
• To thoroughly test contact center solutions to ensure functionality, usability, and integration.
• To perform load testing to assess contact center system scalability and reliability under various conditions.
• To create comprehensive technical documentation, including system configurations, integration guidelines, and troubleshooting procedures.
• To provide up-to-date documentation for all implemented solutions and configurations.
• To train Shaya clients' technical teams and end-users on the operation and maintenance of the implemented solutions.
• To stay up to date with industry trends and emerging technologies in contact center solutions.
• To propose enhancements and optimizations to existing solutions to improve performance and customer satisfaction.
• To collaborate with sales and market development teams to understand Shaya client requirements and contribute to pre-sales discussions.
• To communicate effectively with internal teams, clients, and vendors to ensure successful project outcomes.