Our Job Offers

Strategic Leadership & Team Management 

• Lead and oversee the Service Desk Supervisor(s), Senior Specialists, and Specialists. 

• Define team structure, objectives, KPIs, and service standards. 

• Mentor and develop team leaders and specialists, supporting career growth and succession planning. 

• Ensure alignment of Service Desk operations with IT strategy, enterprise standards, and business objectives. 

SLA, Incident, & Problem Management 

• Own overall SLA compliance, operational KPIs, and service quality metrics. 

• Oversee major incident management and escalations, coordinating with L2/L3 teams and IT leadership. 

• Identify recurring issues and trends; drive root cause analysis and preventive measures. 

• Ensure continuous improvement of incident and request handling processes, including ITIL practices. 

Governance & Operational Excellence 

• Develop, maintain, and enforce SOPs, knowledge management, and service desk policies. 

• Ensure accurate reporting, dashboards, and operational documentation for management review. 

• Drive process optimization initiatives, automation, and digital tools adoption. 

• Oversee minor delegated L2/L3 tasks within Service Desk scope to improve operational efficiency. 

Stakeholder & Cross-Functional Engagement 

• Act as senior point of contact for business and IT stakeholders regarding Service Desk operations. 

• Collaborate with IT teams (network, systems, security, cloud) to ensure seamless end-user support. 

• Provide executive-level reporting on operational performance, risks, and improvement initiatives. 

Grade: 11

Responsibilities:

Architectural Leadership & Strategy 

• Define and own the solution architecture standards, frameworks, and best practices for contact center and CX solutions. This is in addition to new IT wide solutions that need to follow architecture practices and methodologies. 

• Ensure architectural consistency, quality, and compliance across all proposed solutions. 

• Drive long-term architectural roadmap alignment with business strategy and market trends. 

• Act as the final technical authority for complex or strategic solution designs. 

Presales Leadership & BIDs/RFPs 

• Lead the technical presales function for strategic opportunities, including large-scale BIDs, RFPs, and RFIs. 

• Oversee solution design, technical proposals, architecture diagrams, and compliance matrices. 

• Ensure all proposed solutions balance customer requirements, technical feasibility, delivery readiness, and commercial viability. 

• Support pricing strategies by aligning architectural scope, assumptions, and dependencies with commercial models. 

Customer & Stakeholder Engagement 

• Serve as the senior technical point of contact for key customers, executive stakeholders, and partners. 

• Lead technical workshops, architecture deep dives, and solution validation sessions with customers. 

• Build long-term trusted advisor relationships by providing consultative, business-aligned technical guidance. 

Team Leadership & Capability Development 

• Lead, mentor, and develop the Solutions Architecture team, including Solutions Architects and junior architects. 

• Define roles, responsibilities, and development plans for architecture resources. 

• Conduct technical reviews, design validations, and knowledge-sharing sessions. 

• Foster a culture of architectural excellence, collaboration, and continuous learning. 

Governance, Quality & Risk Management 

• Ensure solutions are designed with scalability, security, reliability, performance, and cost-effectiveness in mind. 

• Identify technical risks, dependencies, and constraints early in the solutioning process and define mitigation strategies. 

• Ensure compliance with internal IT policies, security standards, and industry best practices. 

Knowledge Management & Market Awareness 

• Oversee the creation and maintenance of presales technical collateral, reference architectures, whitepapers, and best-practice guides. 

• Stay current with industry trends, emerging technologies, and competitor offerings in the contact center and CX space. 

Location: Crystal Plaza

Grade: 7

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level A2 

Only Aman Cs Can Apply 

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B1

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors 
• Handles Account Advisors needed for on-job training and coaching 
• Monitors transactions to ensure that QA standards are met 
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
• Manages difficult calls by acting as first line of escalation 
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors / operations / Monitoring) 
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
• Logs and acts on client’s requests 
• Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC policies 
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Grade: 7

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

KEY RESPONSIBILITIES

• Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions) with the agreed benchmarks and due dates.
• Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda. 
• Work on the continuous improvement of the training materials, documents, and handouts. 
• Abides to COPC approaches and requirements.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing the duties required. 
• Evaluate agent’s responsiveness to training and responsible for their training.
• Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on time – Calibration – Verifications and Quality of training) .
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test).
• Ensuring that the attendance sheets for both soft skills and product knowledge and are updated on time as per the due dates delivered by the training supervisors.
• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.

Grade: 9

Department: Operational Supporting Function

Interpersonal Skills:  Ownership -Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity 

Technical Skills: 

• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau) 
• Knowledge of training effectiveness measurement and QA frameworks (KPIs, evaluation methods) 
• Ability to analyze data, identify trends, and generate actionable insights

• Measure training effectiveness using performance data.
• Correlate training outcomes with QA and operational KPIs.
• Identify skill gaps and improvement opportunities.
• Produce dashboards and insights for leadership.
• Recommend training enhancements based on data.
• Measure training effectiveness/efficiency using performance data and training agendas for strategic clients
• Correlate training outcomes with QA and operational KPIs.
• Identify skill gaps and improvement opportunities.
• Produce dashboards and insights for leadership.
• Recommend training enhancements based on data.
• Keeping track of team utilization and development calendar
• Acting as a POC for training reporting and dashboards (cost allocations, attrition analysis

• Execute annual sales/business plan including planning annual revenue stream, identifying market opportunities, conducting prospecting and lead generation activities (LinkedIn, networking, cold outreach, and referrals) to support business growth.
• Manages the monthly and annual revenue stream and prepare performance reports for executive management, ensuring forecast accuracy, pipeline reporting, and maintaining CRM hygiene with updated sales records.
• Manages the complete sales cycle (opening, presentation, proposal submission, contract submission and follow up), including RFP/RFQ management and cross-functional coordination with Solutions, Operations, Finance, and Legal teams during bidding, contracting, and implementation phases.
• Manages the sales accounts in terms of monthly payments, customer relationship, extra services, periodic meetings & accounts planning.
• Builds new and existing accounts relationships while monitoring market trends and competitor activities to identify opportunities and strengthen client engagement.
• Ensures that the required revenue stream (monthly, quarterly, and annual) is generated.
• Conducts internal and external project kick off meetings.
• Ensures that invoices are issued as per standard.
• Generate new business opportunities, manage the sales pipeline, and work towards achieving the assigned revenue and growth targets.

Location: Crystal Plaza

Grade: 7

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level B1

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

Grade: 8

Location: MTZ

Department: Operational Support

Reporting to:   Supervisor

Interpersonal Skills:   Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity

Technical Skills:   Analytical – Computer

Language Needed: English B1

Job Responsibilities

• Manages operations staffing plans for potential and existing projects. 
• Structures historical data to build a forecasting database. 
• Forecasts arrival volume and patterns based on historical data and future updates 
• Schedules the staff to meet the SLA with the maximum proper occupancy. 
• Organizing Team Leaders' schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only.
• Coordinates with all concerned parties to collect any required data for understanding the call volume curve. 
• Measures forecasting and scheduling accuracy. 
• Creates reports and dashboards on historical data and forecasting results from applicable systems. 
• Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.) 
• Maintain holiday pattern forecasts to ensure effective coverage for holidays. 
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. 
• Generate daily, weekly, monthly and annual forecast and reforecast when necessary. 
• Report hiring and attrition impact in short term and long term forecast. 
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
• Provide proactive solutions that support the call center management and workforce management for continuous improvement. 
• Schedule Training rooms utilization. 
• Plan & manage offline activities. 
• Perform other related tasks

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

English Language: B2

KEY RESPONSIBILITIES

• Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions) with the agreed benchmarks and due dates.
• Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda. 
• Work on the continuous improvement of the training materials, documents, and handouts. 
• Abides to COPC approaches and requirements.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing the duties required. 
• Evaluate agent’s responsiveness to training and responsible for their training.
• Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on time – Calibration – Verifications and Quality of training) .
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test).
• Ensuring that the attendance sheets for both soft skills and product knowledge and are updated on time as per the due dates delivered by the training supervisors.
• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.