Channel Management in Kuwait City at Zain Kuwait

About the Role

Support and maintain enterprise communication platforms, including voice systems, IVR, workforce tools, and backend channel technologies that enable reliable service delivery across Kuwait City operations. You will configure, monitor, and resolve incidents to sustain high availability and performance while partnering with operations, support teams, and vendors to implement updates and improve system capabilities. The role requires disciplined execution of changes, rigorous documentation, and adherence to Information Security Management System policies and statutory environmental and occupational health and safety standards in Kuwait. Through proactive analysis, automation, and on-call support, you will help optimize resource usage and ensure continuity of critical channel services.

Key Responsibilities

• Maintain, configure, and support backend systems that enable enterprise communication channels, including CMS, IVR, dialers, Qmatic, and telephony platforms.
• Monitor channel systems to ensure uptime, performance, and reliability using appropriate tools, alerts, and performance indicators.
• Respond to and resolve incidents affecting channel availability or performance, escalating as needed and documenting actions taken.
• Participate in system upgrades, patches, and deployments in coordination with vendors and internal IT teams to minimize service impact.
• Implement configuration changes based on operational needs or customer service improvements while maintaining compliance controls.
• Document system setups, procedures, and troubleshooting guides to support operational continuity and knowledge transfer.
• Coordinate with support teams and vendors to manage service issues, plan maintenance activities, and contribute to automation of monitoring and response.

Required Qualifications

• Bachelor’s degree in Engineering, IT, or an equivalent technical discipline.
• System configuration skills across communication platforms and channel technologies.
• Basic coding ability to support automation, integrations, and troubleshooting tasks.
• Working knowledge of Windows and Unix/Linux environments for deployment and maintenance.
• Experience with system monitoring and APM tools to detect, diagnose, and resolve performance issues.
• Familiarity with incident management and root cause analysis practices to drive service improvements.
• Strong technical documentation and vendor coordination skills, with awareness of service uptime and problem-solving approaches.

What We Offer

• Competitive salary and benefits aligned with market standards for technical roles in Kuwait.
• Structured career development and exposure to enterprise communication platforms and channel technologies.
• Professional environment focused on service quality, security compliance, and operational excellence.
• Collaborative team setting with opportunities to contribute to automation and performance optimization initiatives.

How to Apply

Submit your application with an updated CV and relevant credentials for consideration. Shortlisted candidates will be contacted for further assessment in line with our recruitment process. All applicants must be able to comply with local statutory requirements and role-specific standards.