Assist the Project Owner with architecture design, system design, and project timelines.
Analyze technical performance, address security concerns, and evaluate non-functional requirements before architectural review.
Monitor application/system errors, and handle installation, training, documentation, monitoring, validation, and feature verification for the contact center, resolving outstanding issues promptly.
Liaise between product owners and the development team to ensure all targets and requirements are met.
Troubleshoot and quickly resolve elevated technical concerns and questions.
Facilitate and monitor the process from initiation through delivery.
Execute performance testing, load testing, and penetration testing before (internal) and after (external) completion of UAT.
Review ST cases/scripts and ST results for technical aspects, provide and prepare ST, SIT, UAT, and PROD environment requirements, coordinate with vendors, and collaborate with related parties to prepare environment requirements.
Support the team in clarifying solution designs to align with business requirements.
Transfer knowledge to Application Owners, Production Support, and the Helpdesk team.
Qualifications
At least 3 years of experience in project-based roles, including presentations and project management.
Experience with mid to large-sized software development projects.
Familiarity with telecommunications and call center products and architecture, including PBX, auto dialers, voice recording, workforce management, IVR, and CTI, is an advantage.
Strong knowledge of networks, with telephony systems knowledge being a plus.