System Support Specialist (VOICE, bank)

Deliver key projects and enhancements
Meet with business users and conduct analysis and requirements study
Prepare functional and technical specifications, test plans, and SDLC documents
Liaise with Vendor on project development
Conduct systems integrated testing and support users during the users acceptance tests
Liaise with vendor on systems' issues and errors
Ensure quality control on all deliverables from the vendor
Assist in implementation and provide BAU support
Prepare monthly progress report on the projects
Review and resolve production problems according to the SLA

Knowledge in Contact Centre CTI, IVR and PABX products