Dec 12, 2017

Senior Systems Analyst Contact Center Applications

  • Commercial Bank of Dubai (CBD)
  • Dubai - United Arab Emirates
Full time Banking and Financial Services Jobs Information Technology (IT) & Telecom Jobs

Job Description

Job Title:   Senior Systems Analyst Contact Center Applications

Company Name: Commercial Bank of Dubai (CBD)

Location: Dubai, United Arab Emirates (UAE)


Job Summary: The Senior Systems Analyst Contact Center Applications is responsible for the development, implementation and maintenance of the Contact Center IT applications that include both packaged solutions (Genesys, Alcatel) as well as internally developed assets.


Key Duties and Responsibilities:

  • Analyze business processes and design IT systems to meet the requirements of the CBD Business Functions
  • Document functional and non-functional (security, availability, performance) software specifications in alignment to the corporate guidelines and principles
  • Undertake software development activities and ensure timely and accurate delivery of the specifications
  • Undertake unit and system integration testing in order to meet software quality objectives
  • Undertake application support and maintenance activities
  • Prepare projects and applications reports adhering to the Bank’s policies, procedures, and guidelines in order to satisfy internal and external * reporting requirements.
  • Prepare technical manuals for users and operators of the applications
  • Train key users to the applications functionality, including the identification, troubleshooting and reporting of issues
  • Prepare Application System Recovery Plans
  • Continuously develop own expertise, optimising on-the-job and formal training opportunities


Key Performance Indicators

  • Post Implementation Review Results
  • Timely and accurate completion of program and systems specifications
  • Effectiveness of the programs developed
  • Number of weekly report/Timesheet completed
  • Demonstrable skills improvement by introducing new methodology or techniques
  • Number of successful Functional Specifications developed
  • Evidences of error free implementation of programs
  • Number of Operational Guides documented
  • Number of User Guides / Troubleshoot Guides documented
  • Number of successful Change / Release Management implemented
  • Number of completed Recovery Plans


Qualifications, Skills and Experience: 

  • The applicant must hold a University graduate in Computer Science
  • Professional qualifications in software development
  • Understanding of Contact Center technologies
  • Genesys certification
  • At least four years of experience in implementing and managing Contact center systems
  • Proficient in developing J2EE applications, experience in web based programming and mobile application development
  • Good English. Knowledge of Arabic will be an added advantage
  • Good communication skills
  • Analytical skills
  • Report writing skills
  • Supervisory skills
  • Interpersonal relations skills



  • Self-motivated
  • Communicating effectively
  • Thinking analytically
  • Team working
  • Taking initiatives


Apply Now