Contact Center Implementations Specialist (Cloud)

Role Overview
Are you passionate about delivering exceptional customer experiences through cutting-edge technology? Do you have a skill for understanding systems and an eye for process improvement? If so, we're seeking a skilled Telephony Specialist to join our dynamic team!

As a member of our CX Solutions team, you'll be at the forefront of implementing, administering, and maintaining telephony platforms for our clients, focusing on end-to-end cloud-based contact center omni-channel implementations (Zoom Contact Center experience will be a big plus). You'll play a crucial role in enhancing customer service operations and driving digital transformation.

Key Responsibilities

• Collaborate with clients to understand business requirements and tailor solutions accordingly
• Configure and deploy telephony platforms
• Maintain and optimize existing implementations
• Provide technical support and troubleshooting
• Stay up to date on the latest features, best practices, and current trends

Required Qualifications

• 2–3 years of hands-on experience with end-to-end cloud-based contact center omni-channel implementations (Zoom Contact Center experience is a plus)
• Proven track record in successful implementation and maintenance of these platforms
• Strong technical skills with a focus on the contact center industry
• Programming experience for basic customizations (e.g., building functions using AWS Lambda)
• Working knowledge of APIs, webhooks, databases, and coding
• Must have a Computer Science or Engineering background
• Excellent problem-solving and communication skills
• Ability to work independently and as part of a team

What We Offer

• Market-competitive salary
• Career growth opportunities
• Learning & development programs
• On-the-job training
• Medical coverage (IPD)
• Life insurance
• Paid leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
• Provident Fund
• Employee Old Age Benefits (EOBI)
• Employee engagement & wellness initiatives

Location: NASTP, Cantt, Lahore
Shift: EST