Tech Lead
Makati City, National Capital Region, PH
Job Mandate
The Tech Lead facilitates the timely and quality releases of project deliverables for the BDO Contact Center through the effective management of the resources, timeline, scope, budget. Clears any impediments and escalate issues on-time when necessary. Ensures that the technical implementation of the project is meeting the business requirements and in compliance to
BDO’s service delivery life cycle.
Duties and Responsibilities
Work closely with the IT Project manager and coordinates work among system analysts, developers, solution architects,
testers, 3rd party vendors and other stakeholders to plan, design, build, test and implement the IT solutions.
Manages the kick-off process and ensures that all necessary resources are available in conjunction with business sponsor
and that a robust project plan is in place
Monitors assigned projects as per BDO SDLC and IT Governance process.
Track and reports project implementation progress and budgets.
Identifies and logs project risks, assumptions, issues and dependencies; Oversees the resolution process; and escalates issues on-time when necessary.
Manages, when necessary, re-scopes the projects and updates the project plan accordingly.
Manages the project closure/handover and ensures that all deliverables are achieved and documented; and relevant
lessons learned/ case studies are developed.
Assists in vendor selection and performance management.
Coach, mentor and help the team on processes and company rule
Minimum Qualification Requirements
Education Bachelor’s degree relevant to the job
Work Experience
Required – at least five years experience in the following:
• Experience in call center structure and agent profiles
• Experience in Avaya ACD, SIP, DTMF, CTI technologies, loggers, WFM
Preferred, but not required:
• Experience in Java and object-oriented programming
• Experience in Windows and Linux OS
Knowledge Area Required:
• Good understanding about telecoms, SIP lines and leased line connectivity
Preferred, but not required:
• Knowledgeable in banking facilities: credit card, loans, treasury, trust and online and branch banking
• Knowledgeable in insurance facilities: life and non-life
• Knowledgeable in API, SOAP UI and Postman
• Knowledgeable in web service development (WSDL and RESTful)
• Knowledgeable with legacy, AS400 or other mid-range systems
• Good understanding of de-/encryption tools, flow charting
• Good understanding of Windows AD and Azure AD
Skills Excellent written and verbal communication skills
BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 21812