Contact Centre Technology Specialist at Huawei Technologies Co. Ltd.

Education and Skills

• Minimum of  Bachelor's degree in  related field.
• Knowledge in ITIL (v3 foundation or 2011 Foundation) / COBIT are desirable
• 4 - 6 years’ experience in managing call center Technologies.
• Depth knowledge of database and application security.
• Good interpersonal skills for written, oral and face to face communications.
• Strong analytical, problem-solving, and conceptual skills
• Ability to work effectively with clients, management and staff members.
• Demonstrated ability to learn new technologies and adapt to changing situations

Experience:

• Have Understanding in Call center solution, Telecom Billing and CRM systems
• Sound knowledge in AVAYA IVR call flow, AVAVA Call manager, Work Force management
• Ability to analyze customer requirements, design and develop Business requirement documents .
• Ability to create Standard Operation Procedures (SOP) and Statement of Work (SOW) documents as per business needs
• Hands on experience in PL/SQL, Oracle Database, SQL server, Unix
• Provide clear and consistent communication with Project Teams and staff; maintain application project timeline.
• Collaboration with vendor account team on proposed solutions, scope of work and level of effort definition for operational activities in Call center.
• Wide experience in providing resolution advice to business units.
• Experience on how to coordinate change management process including change Pre/Post testing, monitoring activities performing by vendor.