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Manager, Customer Excellence Systems at
3 months ago
Kenya Commercial Bank Limited is registered as a non-operating holding company which started operations as a licensed banking institution with effect from January 1, 2016.
The holding company oversees KCB Kenya - incorporated with effect from January 1, and all KCB's regional units in Uganda, Tanzania, Rwanda, Burundi, Ethiopia and South Sudan.
Key Responsibilities:
Providing the highest level of technical skill and expertise in Cisco PCCE, Dynamics CRM, ZOOM Customer Insights and Windows and Linux Operating systems and related network services protocols such as TCPIP, Telnet and DNS
Monitoring and supporting the availability of the customer experience systems including but not limited to Microsoft Dynamics Servers, Cisco PCCE, Calrec and Customer insights servers and client telephony endpoints.
Designs, implements and oversees a proactive process to collect and report data and statistics for customer experience systems environment; ensures the systems operate efficiently and meet the needs of the organization; ensures they are kept at most current stable version/release; performs research and testing to verify impact of installing all updates; responds to reports of slow or erratic performanceEnsure robust and reliable telephony, social media, email, customer engagements and other touchpoints are captured and responded to on various customer experience platforms
Design, implementation, configuration and administration of high availability, business continuity, disaster recovery and site resilience framework for customer experience platforms
Actively participate and engage in procurement and contracting of customer experience systems software licenses and maintenance contracts
Design and oversee new applications and enhancements to existing applications, software, and operating systems.
Research, monitor and recommend state-of-the-art technologies that may have an application at the Bank by enhancing productivity and achieving customer experience business objectives
Collaborate with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
Develop, implement and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availabilityFor the above position, the successful applicant should have the following:
University Degree in Information Technology, Computer Science, or a related discipline.
Professional Qualifications:
MCSE /MCITP/MCSA/MCP/CCNA
At Least 3 years' extensive knowledge and experience of Customer Experience Systems Technologies.
At least 3 years' knowledge Knowledge of End User Hardware and Software
