BlackStone eIT

Call Center Technology Architect

BlackStone eIT

Posted 10 hours ago

Employment Type

Full Time

Location

Dubai

Requirements

Bachelor's or Master's, 8+ years experience, Telephony systems, Cloud solutions, CRM systems, Integration technologies, Analytical skills, Communication skills, Leadership skills, Project management

Required Skills

Call Center Technologies Cloud Solutions CRM Systems Telephony Systems Integration Technologies Analytics Tools Customer Service ITIL Cloud Architecture Networking Certifications

Job Description

Responsibilities

  • Architect and design technology solutions for call center operations, including telephony, CRM integration, and analytics tools.
  • Collaborate with stakeholders to gather requirements and transform them into scalable technology solutions.
  • Evaluate and recommend software, hardware, and infrastructure to support call center operations.
  • Lead the implementation of call center solutions, ensuring integration with existing systems and processes.
  • Monitor system performance and make recommendations for enhancements or changes to improve overall functionality and user experience.
  • Provide technical leadership and mentorship to team members, fostering a culture of innovation and continuous improvement.
  • Stay current with industry trends, emerging technologies, and best practices to ensure optimal system performance and customer satisfaction.

Requirements

  • Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
  • 8+ years of experience in technology architecture, specifically within call center operations.
  • Proven experience designing and implementing telephony systems and customer engagement platforms.
  • Strong knowledge of call center technologies, including ACD, IVR, and predictive dialers.
  • Experience with cloud-based solutions and platforms such as AWS, Azure, or Google Cloud.
  • Proficiency in CRM systems such as Salesforce, Zendesk, or similar.
  • Strong understanding of integration technologies, including APIs, middleware, and data exchange standards.
  • Experience with analytics and reporting tools to drive operational insights.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Leadership and mentoring abilities to guide technical teams.
  • Ability to manage multiple projects and priorities in a fast-paced environment.
  • Relevant certifications in call center technologies, ITIL, or cloud architecture.
  • CCNA, CCNP, or similar networking certifications are a plus.

Preferred Qualifications

  • Experience with call center technologies, cloud solutions, and customer service systems.
  • Strong background in telecommunications and system integration.
  • Proven ability to lead and manage technical teams.
  • Excellent understanding of customer engagement and operational efficiency.

Benefits

  • Remote Model
  • Time Flexibility
  • Relocation after 6 months based on performance

About the Company

BlackStone eIT is seeking a talented and experienced Call Center Technology Architect to join our team. In this role, you will be responsible for designing and implementing cutting-edge technology solutions that enhance our call center operations, improve customer interactions, and promote efficiency across the board. The ideal candidate will have a strong background in telecommunications, cloud solutions, and a deep understanding of customer service technologies.

How to Apply

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