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Contact Center Lead

Ethics HR

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IT - Administration

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Job Responsibility:

  • Design and implement contact center solutions, including telephony systems, interactive voice response (IVR), Automatic Call Distributor (ACD), and omnichannel support
  • Configure and integrate contact center applications with CRM systems and other enterprise tools
  • Perform routine maintenance, upgrades, and troubleshooting of contact center infrastructure to ensure continuous operation
  • Respond to and resolve technical incidents and problems related to contact center applications and telephony systems
  • Monitor contact center performance metrics, analyze data, and identify areas for improvement
  • Optimize systems to enhance call routing, reduce wait times, and improve customer experience
  • Implement and maintain security measures for contact center systems, including access controls and compliance with data protection regulations
  • Ensure adherence to industry standards and best practices in contact center operations
  • Collaborate with cross-functional teams to integrate contact center solutions with other IT systems and applications
  • Maintain comprehensive documentation, including system configurations, procedures, and troubleshooting guides
  • Ensure correct adoption of policies and procedures to guarantee that the bank's business is conducted in compliance with Local Laws, Internal rules and regulations, as well as, International Standards
  • Ensure the correct functioning and implementation of the Permanent Supervision system, compliance, operational risk & workplace success guidelines whenever & wherever possible

Requirements:

  • Bachelor's degree in computer science, information technology, or a related field (Master's preferred) from a reputable university
  • Relevant certifications (e.g., CCNA, AWS Certified Solutions Architect)
  • 4–6 years of experience in contact center technologies specifically in Genesys
  • Good knowledge of Java SE
  • Hands-on experience in call routing and IVR troubleshooting
  • Basic experience with Oracle DB and SQL
  • Good knowledge of Linux OS
  • Proven experience in designing, implementing, and supporting contact center solutions, preferably in a complex enterprise environment
  • Proficiency in telephony systems, IVR configurations, ACD setup, and CRM integration

Additional Information:

Job Posted:
March 05, 2026

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