Call Center Systems and Compliance Engineer

hace 2 semanas

Colombia Puulse Marketing A tiempo completo

Puulse Marketing is seeking a Call Center Systems and Compliance Engineer to join our team. This individual will have a crucial role in ensuring that our call center facilities serve our rapidly growing client base effectively. Puulse Marketing is a company committed to helping businesses grow by providing vibrant sales professionals, so we’re looking for someone who shares our passion for building strong teams and achieving measurable results.

Puulse Marketing operates in the technological era of optimization and automation, and we are dedicated to offering our clients a solution that is too good to be true by overcoming client acquisition and business growth challenges for no cost to our clients.

**Responsibilities**:

- Manage our call center operations, including infrastructure setup, maintenance and optimization of all hardware and software platforms.
- Develop and implement technical and resource plans to meet client needs and expectations, while ensuring compliance with established policies and procedures.
- Maintain compliance with industry best practices, as well as all legal, regulatory, and internal controls.
- Monitor the performance of the call center and make necessary recommendations for improvements and enhancements.
- Resolve any technical issues that arise in the Operations Centre.
- Establish and maintain positive relationships with customers, partners, vendors, and internal stakeholders.

**Requirements**:

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years' experience in call center operations, with experience in both hard and soft infrastructure.
- Familiarity with regulations and requirements related to call center operations, such as PCI DSS, CIS or ISO27001.
- Knowledge of call center technology platforms, such as Avaya, Cisco, Genesys, and cloud-based solutions.
- Ability to conduct assessments, provide recommendations for improvement, and manage multiple complex projects simultaneously.
- Demonstrated ability to work independently, as well as in a team environment.
- Excellent problem-solving and decision-making abilities.

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