GroupL is currently recruiting the subject role for our BPO client in Jordan.

One must be responsible for overseeing the technical team that supports and maintains the telephony and infrastructure systems within the contact center environment. This role requires understanding of telephony systems, and deep knowledge in IT infrastructure, and leadership skills to guide the team in providing top-notch technical support, ensuring system reliability, and driving continuous improvement in the contact center's technology infrastructure landscape.

Job Duties & Responsibilities

Oversee the day-to-day operations of the contact center’s IT systems, ensuring timely and effective resolution of technical issues.

• Implement and maintain monitoring and reporting tools to proactively identify and address potential problems.

• Develop and enforce IT policies, procedures, and best practices to maintain system integrity and security.

Continuous Improvement: • Identify opportunities for process improvements and automation within the contact center's technology environment.

• Stay current with industry trends, emerging technologies, and best practices to continuously improve the contact center’s IT infrastructure and telephony systems.

• Lead initiatives to enhance the customer experience by leveraging new technologies and optimizing existing systems.

Minimum Job Requirements

Education Bachelor's degree in Information Technology, Computer Science or any IT major related to such a position.

Work Experience • 5+ years of experience in IT, with a focus on telephony systems and infrastructure within a contact center environment.

Certifications & Training IT in Contact Centers, accredited IT system certification training is a strong plus

Special Requirements Previous experience and proven knowledge in the following:

• Telephony systems and IT infrastructure

• Leadership or team lead role, managing technical teams and complex IT projects