Technical Specialist Contact Center
Job description:
Contact Center Specialist is responsible for delivering Contact Center solutions for customers or Partners.
This position is responsible for developing a high level of expertise across Contact Center products.
Responsibilities:
- Provide assistance to the IPCC team for architecture and design efforts related to Contact Center (Genesys, Cisco, …) technologies.
- Optimize and automate operation workflows, serve as a primary system administrator for the Contact Center (Genesys, Cisco, …) environment
- Works in close concert with Project Manager in successfully delivering projects.
- Troubleshoot technical issues related to contact center technologies and work with internal resources to resolve complex issues
- Provides onsite/remote support for customer escalations as needed
- Maintains on average of 85% utilization for billable projects
- Provide technical training to internal or external resources as needed
- Maintains friendly and professional attitude in stressful situations
- Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
- Maintains regular internal communications with project team, team lead, and manager.
- Consult with business partners to provide technical direction for upcoming project requests
- Provides feedback and updates to internal process through internal documentation
- Follows standard department processes.
Requirements:
- Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
- At least 2 years’ experience in technical role involving Contact Center applications operation and management
- IP Telephony & Hardware: Genesys Cloud, Genesys Enage, Audiocodes, Cisco Gateways, IP Telephones (Polycom, Cisco, etc.)
- Software: Wireshark, MS Server, DHCP/DNS, MS Hyper-V, VMWare ESXi, MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
- Operating Systems: Windows 2008/2012R2, Vista, Windows 7 & 10
- Fluent English communication is a plus
Benefits:
- Attractive income
- Welfare regimes such as: health insurance, social insurance, unemployment insurance, etc.
- Summer vacation, Tet bonus, company / corporation establishment.
- Premium health insurance for yourself and your family
- Annual salary increase.
- Trained to improve professional skills and soft skills, career development and promotion.
- An open, dynamic, friendly working environment and always helping or giving opinions.
- Provided laptop and phone allowance
Working location: CMC Creative space, District 7, HCM
