> To manage the Call Center System Related Taks/Activities to finish within targeted timeline without any error or service impact

> To collect the functional requirements from the Contact Center System users to prepare technical documentation such as PRD in Improving system capabilities and maintain System change records
> To support to define product/systems/services requirement (SRS,FRS, PRD...) by cooperating with relavent stakeholders
> To coordinate key activities with IT team, conduct key User Acceptance Testing (UAT) activities and test development scenario, to ensure that Customer Service’s related systems are developed according to predefine scopes of work and meet business users’ requirements.

> To support technical aspects of Contact Center System’s Projects and initiatives
> To perform the Routine operations and auto outbound call projects
> To analyze and improve IVR functions
>To collect system data and analyze them for planning and optimization of call center operation. 

> To maintain, follow up and feedback for stability of systems used in Contact Center by working with respective technical team and respective stakeholders
> To collaborate with internal/external stakeholders to identify the improvement of systems and processes of Customer Service operations.

> To support to solves the issues related to Contact Center System functions & Computers

> Focusing on System stability and System availability
> Understand the Call Center System and able to excute the required configuration/Operation
> Good in supporting and explaining System related things to non-technical Call Center System users
> Able to configure/ analyze Network devices & Firewalls

> BCSc, BE (EC/IT)

> Familiar with Call Center Technologies such as IVR, ACD, ISUP, SIP, etc.
> Familiar with Social Media Contact Center Technologies such as Chat Bot, Live Chat, Messaging Platforms, etc.

> Familiar with SQL language and Linux/Unix platform, Backup, and related software and tools.

> Preferable for below Certificates:
-  CCNA (Cisco Certified Network Associate )
- RHCSA (Red Hat Certified System Administrator)/
- CAPM (Certified Associate in Project Management)
- VCP-DCV (IT Certificate)