Contact Centre Systems Expert and Coordinator - Mobi Banka

Key responsibilities and deliverables:

• Analysis, design and implementation of support solutions for the Contact Centre
• System-wide configuration changes according to business requirements
• Maintenance of COTS and in-house developed solutions
• Integration of vendor systems and coordination of activities with the vendor in connection with systems within the Bank
• Real time monitoring of Contact Centre and adjusting activities in order to achieve defined KPIs
• Creating long and short term contact volume forecasts
• Creating accurate scheduling according to forecasted volumes and expected influences
• Preparation of daily / weekly / monthly / quarterly / annual reports / presentations about activities and results in Contact Centre
• Sending notifications to customers
• Technical support for Knowledge base, internal site
• Performs other tasks at the request of the direct superior
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For a good start, you will need:

• Minimum high school, preferably higher education from a related field
• Fluent English (written and spoken)
• Two years of experience working in software/systems in the field of telecommunications
• Experience with AVAYA contact center products (CM, AES, IC, IR, VP, DD, PC)
• Experience with relational databases (MySQL, SQL Server, Oracle)
• Experience with software development process and distributed systems
• Experience with J2EE servers (JBoss, Tomcat, IVR services & CCAPPS services) - basic knowledge
• Experience with Unix-based systems (Linux, FreeBSD)

Personal attributes:

• Aware of global ICT trends
• Responsible and precise
• Service minded and cooperative
• Highly creative

You will enjoy:

• Dynamic and friendly work environment
• Opportunity for professional and personal development and training
• Training necessary for quality work

Please, apply by 05.05.2020.