Title: Specialist - Contact Center
Years of experience: 8-10 years
Candidate should be ready to work any time of the day to support the customer, should have a good attitude towards learning new technologies.
The daily operation job are, but not limited to :
Regular system healthy check, including server capacity and core application availability checking and provide relevant report to the responsible people
Provide level 2/3 remote infrastructure support to cover regular incidents, service request and change request.
Ensure whole operation service SLA which measured by ITSM tickets system.
Responsible for small Pure Connect Change Request, including Pure Connect Handler development, reporting enhancement etc.
Do testing work on the system DEV/INT environment to ensure new CR/Project transferred to operation team smoothly.
Closely working with end users on their day to day queries
4-8 years of contact center projects and operations handling experience on GENESYS Pure Connect Solution.
Deep understanding Pure Connect system functionality, e.g. IC Server, Handler, ICBM, Interaction Desktop, Marquee, Reporting etc.
Pure Connect ICCS, ICCE or ICHD certification expert is preferable.
Good to have knowledge of Acme SBC.
Familiar MS SQL Database, Optimization of SQL Statement and Store Procedures.
Work with little supervision to complete project; possess initiative to address issues and opportunities.
Strong communication and team management skills.
Good English skills, including listening, writing, reading and speaking.