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Location: Kuwait
Type of Employment: Full-time – Telecommunications/Call Centers
Company: A leading Call Center Outsourcing company
Job Overview
We are seeking a skilled IT & Cloud Systems Specialist to join our growing team in managing and operating our call center's IT infrastructure. This includes networks, cloud systems, providing technical support to agents, managing IVR systems, monitoring systems, and ensuring uninterrupted business continuity.
Key Duties and Responsibilities
• Managing, operating, and maintaining on-premises and cloud network infrastructure.
• Managing call center platforms (cloud/on-premises) such as Genesys, Avaya, Cisco, Fresh caller, Five9, Vonage, or others.
• Setting up and updating IVR systems and modifying call flows according to operational requirements.
• Providing technical support to call center agents, diagnosing, and resolving daily issues. • Managing user accounts and permissions via Active Directory/Azure AD.
• Managing ticketing systems and ensuring case closures within the SLA.
• Monitoring system performance (monitoring and dashboards) and proactively addressing issues.
• Liaising with service providers (ISP/Telecom/Cloud Vendors).
• Participating in company systems development and digital transformation projects.
• Preparing periodic reports and submitting improvement recommendations.
Requirements and Qualifications
• 3–5 years of experience in information systems, network, or call center systems support.
Strong knowledge of:
o Networks (LAN/WAN/VPN)
o Cloud Platforms (AWS/Azure/Google Cloud)
o Windows Servers/Linux
o VoIP/SIP/Softphone
o Firewalls & Security (Fortinet/Sophos/Cisco)
Experience in IVR control/Call Routing/Call Center Queues.
Ability to quickly analyze and resolve technical issues.
Excellent communication skills for working with operations teams.
Preferred but not required certifications:
o CCNA/CCNP
o Azure/AWS Associate
o ITIL
o Any Call Center Platform certifications (Genesys – Avaya – Cisco)
Benefits:
Competitive salary + incentives.
Professional and technologically advanced work environment.
Rapid training and advancement opportunities in the technology and communications sector. Annual leave – Flexible working hours for emergencies.
Since 1999, Gulf Business Services & Recruitment Group (KANEE) is providing recruitment and human resources services to the labor market in Kuwait. KANEE is the first local company established as a closed shareholding Kuwaiti Company specialized in this field to meet the needs of its clients. It is KANEE main concern to seek positive change, which is a feature of this era, in accordance with the requirements of the human capital industry and the social infrastructure in Kuwait, in regard to securing the best service to its clients for both, companies and jobseekers. KANEE’s core business has witnessed great development and built wide global relations to secure our network of sourcing human resources to meet our clients' needs. KANEE continued its success by achieving and completing one of the most important national projects, The General Census for Population, Buildings & Facilities for State of Kuwait 2011. Through all the past years, KANEE is still persistent in providing its services to the Kuwaiti Market according to high quality standards which enables KANEE to be certified for ISO 9001:2008. Our new strategy for the coming 10 years can be summarized as follows: 1. Heading toward global markets and benefit from the massive evolution in the telecommunication and IT fields. 2. Be unique in the Outsourcing services. 3. Offer support services for business sectors through our new slogan: WE CAN. 4. Be proud of our customers. 5. Concentrate on our human assets to be our real assets that will enable us to solve your problems by reassuring our slogan: WE CAN.
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