We are looking for an experienced Contact Center Technical Lead position, All technical matters company wide and manage our technical support team and l work collaboratively with clients/users, the development team, and various stakeholders within the company to ensure the delivery of all products in an efficient, timely manner.

• Provide guidance and insight to upper management and procure buy-in

• Report progress, including any changes made to plans and production, and contribute to product design and establishment of requirements

• Delegate technical responsibilities and monitor the progress of projects and deliver products consistently, on time, and on budget

• Oversee user testing and report resultsadjust requirements as needed

• Work closely with project manager during all phases of the development lifecycle

• Review all work produced by the development team and ensure code produced meets company standards requirements

• Conduct interviews, hire and train new technical support/IT staff

• Build an internal wiki with technical documentation, manuals, and IT policies

Additional Skills

• Experience with Genesys Pure Connect, 3CX, or other contact center solution platforms
• Experience with troubleshooting ISDN and SIP Trunking or (PSTN) issues with telcos
• Good technical knowledge and experience with two or more of the following infrastructure components: DHCP/DNS, WAN/LAN topologies and services, WLAN, MPLS, IP management tools, network management applications, Internet, IPT, QOS, EIGRP/BGP, unified communications, multimedia/VoIP solutions, SIP, and contact center technology
• Knowledge and/ or Certification on Cisco data networking products, contact center and unified communication solutions
• Proven experience in managing outcomes in an IT infrastructure environment
• Experience translating business requirements into technical network solutions

Requirements

• Bachelors degree in computer science, information technology, or related field(IT certification a must)
• Minimum of 5 years experience in the Information Technology field
• Experience as a Technical Lead for Telephony projects
• Experience in deploying at least 3 contact centers (>50 agents)
• Experience with cloud contact center technologies with at least 2 contact center deployments
• Experience working with telcos to provision SIP Trunks for PSTN access.

WHO WE ARE
Since 2017, KBZ Bank has undergone a significant transformation to become Myanmar's leading digital and mobile-first bank. Our initiatives have included restructuring leadership, enhancing risk management, and improving transparency. Notably, we launched KBZPay in 2018, a mobile wallet now serving over 10 million users, greatly expanding financial inclusion. Recognized for our governance and inclusion efforts, we continue to drive growth and accessibility in Myanmar's banking sector.

WHAT'S IN IT FOR YOU:

• Rapid growth opportunities with a steep learning curve.
  
• A dynamic and challenging work environment in the banking sector.
  
• Commitment to your personal and professional development.
  
• A diverse and international team fostering inclusion.
  
• Engaging in company and team events.
  
• Immediate responsibility and impact in a fast-evolving global bank.
  
• Comprehensive benefits include health insurance and ongoing learning and development opportunities.