Applications Specialist - Customer Experience Systems

Reporting to Senior Manager, Business Productivity, Applications Specialist - Customer Experience Systems will ensure optimal system performance and availability in a continuous and proactive fashion liaison with the contracted partners where necessary. The jobholder role is to also provide second level support for end users to receive technical support and maintenance for CX systems. This will include diagnosing, ensuring client applications availability.

Key Responsibilities

• Backend administration of CX Systems – Cisco PCCE, ZOOM Calrec, PCS IVR and Wallboard UCM –Cluster3 and Customer Insights Analytics System.        
• Dynamics CRM administration – License Management, Service Uptime, Reports Management and Workflow Maintenance
• Coordinating and working with applications vendors for escalations, upgrades, health checks and maintenance reviews for CX systems.
• Planning and budgeting for system related requirements
• Perform work in compliance within specified security and warranty requirements.
• Perform and participate ongoing performance tuning, required upgrades and resource utilization as required.
• Create and maintain documentation as it relates to system configuration, mapping, and processes.
• Planning and Organizing DR test exercises.
• Planning, Scheduling, and organizing of monthly Service review meetings with system vendors.

The Person

For the above position, the successful applicant should have the following:

• A University Degree in Information Technology, Computer Science, or a related discipline.
• Professional Qualifications: MOUS/ MCP/ MCSE /MCITP/MCTS/A+ is an added advantage.
• At least 2 years’ experience in Technology.
• At least 2 years’ experience in Telephony and CRM systems administration.
• At least 1 year experience in Operating systems administration (Windows, Linux).
• At least 1 year experience in Network Services and protocols.
• At least 1 year experience in AD and DNS services.

The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.

To be considered your application must be received by Friday 14^th June 2024

Qualified candidates with disability are encouraged to apply.

Only short-listed candidates will be contacted.