BRAC Bank Limited, pioneer in SME Banking, delivers a full array of banking services to individuals as well as businesses. Our financial results along with country-best credit rating & multiple best financial report awards reflect our aspiration, transparency and teamwork. While we thrive in the present, we simultaneously invest for future – upgraded core banking system in Finacle 10, first local bank to rollout Oracle ERP, process alignment with best practices and many more. However, this feat of providing a comprehensive range of solutions to its millions of customers would not be possible without our diversified business model and unmatched network of 186 Branches, 448 ATMs, 456 SME Unit Offices, 99 Agent Banking Outlets, 11 Regional Operations Office and 224 remittance delivery points.

To support its continuous business growth, BRAC Bank is currently looking for ambitious, smart, goal-oriented, enthusiastic individuals for the following position in Technology Division:

Officer / Associate Manager - Enterprise Solutions & ADC

KEY RESPONSIBILITIES:

• Agent Desktop Installation and Troubleshooting
• Proactive handling of Genesys Agent Desktop for Inbound/Outbound Call, email and Chat flow.
• Monitoring and Troubleshooting Media Gateway link and SIP Trunk and ensuring smooth services
• Deploy new prompt at IVR as per business requirements
• Creating extension & Configuring Agent ID in the system & assigning to sip switch as well as configure at the client end.
• Deploy patches as per vendor requirements due to system update.
• Voice logger system configuration for user, Codec installation, extension mapping and IP mapping and user creation for call monitoring
• Ensuring regular system, Application and recording file Backup
• Ensure server hardware and system uptime.
• Reporting Applications installation/troubleshooting.
• Effective communication to handle International and Local application and infrastructure vendor
• To attend meeting with Business team and vendor for problem mitigate & update the system as well as application.
• Providing logs to vendor and application team as per requirements.
• Develop and maintain documentation for Business Continuity and Disaster Recovery
• Design and participate in Disaster Recovery exercises for Contact Center communications systems

KEY QUALIFICATIONS:

• Masters / Bachelor’s degree in Computer Science & Engineering/EEE/Telecommunication/IT, from reputed universities with satisfactory academic track record
• At least 2 years’ work experience in Technology, & Functional Knowledge on Call Center application/IP Telephony solution
• Must have the basic knowledge of Genesys Product Suite v8.x: Framework, eServices, Routing, CCPulse, Interactive Insights/InfoMart, WFM
• Working with Asterisk, Elastix, Free PBX, Goautodail or any other local call center solution will get extra advantage
• Working in Banking Call Center solution and proficiency in MS SQL server will be added advantage
• Good analytical ability is mandatory
• Proactive, passionate and possess a can do attitude
• Good communication and interpersonal skills
• Honest and carries high level of personal integrity
• Ability to complete all assignments in timely and effective manner

Female candidates are highly encouraged to apply.

Only short listed candidates will be called for the interview as per recruitment process.

BRAC Bank reserves the right to accept or reject any application without assigning any reason whatsoever.

If you are interested to be a part of this diversified BRAC Bank family, then please Apply Online.

BRAC Bank does not charge any fee at any stage of the recruitment process. Please note that BRAC Bank is an equal opportunity employer. Any form of persuasion will disqualify the candidature before or after the final selection.

Application Deadline: July 16, 2019