IT Contact Engineer #PFS860271

Company: Client of Professions Work Location: Remote, Ho Chi Minh Salary: 500 ­- 1,000 $

Roles and Skills:

Job Overview And Responsibility

  • Be responsible for ensuring the operation and availability of a Telco & Call Center System according to SLA
  • Planning, installing, upgrading and maintaining Telecommunication & Call Center systems when necessary
  • Troubleshoot issues to identify and resolving problems in a timely and accurate fashion and prevent repeat problems.
  • Report any deviations/crashes/outages to supervisor and provide regular reports periodically.
  • Make sure that the system documents are up­-to-­date
  • Proactively collaborate with other IT teams or Headquarter IT Team to solve problems and optimize telecommunications systems and services
  • Take part in IT and company projects to analyze, test and jointly deploy solutions as required
  • Support for technical users to improve business operations
  • Work closely with IT teams, third parties, and stakeholders to analyze, design, validate, and deploy business­-tailored solutions related to Telco/Call Center system as required.
  • Review and ensure that the topology / architecture of the Call Center complies with established standards, specifications, guidelines and regulations.
  • Develop and establish technical and operational standards of the Call Center System, ready to provide training to other relevant teams.
  • Research and apply automation process to optimize the system and provide self­-service application on demand

Required Skills and Experience

Need-­to-­have areas

  • Bachelor degree in IT major is refer
  • Have at least 1­2 years experience of Genesys Call Centre and Recording System
  • Experience of VOIP technology
  • Experience of Networking and System

Need-­to-­have areas:

  • Comfortable working as part of a connected team, but self­-driven and self­-motivated
  • Ability to work independently and under pressure
  • Flexible thinking, strong analytic and problem­-solving skills
  • Enjoy challenging and thought­-provoking work and eager to learn and progress

Why Candidate should apply this position

Understanding candidates’ expectations of the ideal workplace, we always put the people element at the top of our priorities. ​

Compensation programs and employees’ development opportunities for employees are always significantly invested in, bringing you:​

Primary benefits:

  • 13th­month Salary and performance­ based KPI Bonus ​
  • 15+ Annual Leaves​
  • Full Social Insurance, 24/7 Accidental Insurance, Annual Medical Check­ up​
  • Team Building and CSR activities: Year­ end Party, New­year Party, Company trip, Charity activities, Blood donation​
  • Learning workshops: Udemy E­learning, English courses, Senior management development training programs​
  • Our culture fosters your career development through: ​
  1. Strategy ​
  • Thinking Big: We focus on creating meaningful and sustainable opportunities for the company. ​
  • Customer Obsession: We try to understand future customer needs, trends, and the impact of digital transformation. ​
  1. Implementation ​
  • Digital Savviness: We seek to understand the technological aspects of the business to enhance efficiency and customer experience. ​
  • Entrepreneurship: We communicate the company’s strategy and purpose to others, inspire and lead them effectively. ​
  • Risk in mind: We consider risks and their possible effects before making decisions. ​
  • Operational Excellence: We stay focused on the goal, disciplined in tightening tasks to the end. ​
  1. Building the organization ​
  • People Centricity: We sustain focus on the development of team members through meaningful development plans and learning opportunities. ​
  • Integrity: We always stay focused on the goal you need to achieve, refrain from getting into personal conflicts.

Prefer if candidate have

Nice-­to-­have areas

  • Knowledge of dialer software, CTI, IVR & ACD function and call acceleration
  • Knowledge of PL/SQL, Rest API, Linux/Apache server
  • Experience with Javascript, Node.js, Ansible, Shell, Bash or other relevant languages
  • Intermediate English communication
  • Experience with automation/ orchestrating tool

Nice­-to-­have areas

  • Able to understand and translate business needs into leading-­edge Call Center technology
  • Community­-focused, dependable and committed
  • Structured, disciplined work approach, attention to detail
  • Good communication skills
  • Open minded, willing to listen for other people’s opinions

Reporting to

Contact Centre Manager

Interviewing Process

2 rounds with PIC

IT Contact Engineer #PFS860271

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