Job Description
Ø Responsible for all aspects of the IVR systems and PRI server in support of our call center. Oversees IVR Architecture, Installation, Configuration, Management, and Troubleshooting manages and troubleshoot overall daily performance of IVR system and PBX.
Ø Responsible for maintenance, configuration and Upgradation of PBX devices and related software from time to time.
Ø Provide daily administration and support of the platform, including managing multiple roles, web integration, call flow monitoring, and new product enhancements.
Ø Analyzes identifies and makes recommendations for potential improvements to enhance the customer experience.
Ø Test IVR applications around call flow verification, call quality, functionality, usability and other metrics.
Ø Troubleshooting and problem solving skills to lend insight into production incidents quickly and/or to test quick IVR workarounds.
Ø Round the clock monitor the data center for Heat, ventilation, air conditioning, power and smoke.
Ø Responsible for the day to day mechanical and electrical operations in the Datacenter. Address any emergency maintenance facility issues by performing and/or coordinating repair efforts.
Ø Ensure the proper documentation of physical and logical infrastructure of Data Center, and ensure every change is properly documented.
Ø Ensure the proper management of Data Center equipment ‘s which may include properly labeling network cables, organizing cables, separating power cables from network cables, checking smoke detectors and other related tasks.
Ø Ensuring that Data Center access policy is implement, especially whenever someone from outside wants to access Data Center.
Ø He is responsible for implementation of Change Management effort and will be responsible for change management in the New Kabul Bank data center.
Ø Conduct regular inspection to ensure there is no dust in the data center.
Ø Reviews business requirement documents and translates into technical specifications.
Ø Provide reports on voice setup performance and activities and directs the preparation and issuance of the monthly report.
Ø Knowledge sharing and training of fellow team members.
Ø Design monitors and perform daily backups of Voice / IVR and archiving daily backup to external hard drive.
Ø Implement and timely review System-Voice related policies and suggest changes to System General/ Deputy Manager.
Any other task assigned by immediate supervisor, CIO or DCIO from time to time.
