Job Purpose

We are looking for an experienced Contact Center Engineer to manage the enterprise level of contact center solution in house development projects as well as insourcing/outsourcing projects.

Key Responsibilities

• Problem-solving – the ability to handle complex enquiries and also the everyday challenges involved.

• Provide technical support for all contact center systems and tools

• Accept customers' calls and respond to inquiries in a professional manner.

• Provide support to Team Members with application, service issues.

• Present professional, efficient and friendly customer service to all customers/agents.

• Solution administration, troubleshooting, upgrading and repairing equipment as required.

• Manage daily work schedule to ensure sufficient call center coverage.

• Assist in the development of technical material and training documents.

• Train customers and colleagues on equipment operation and maintenance as required.

• Onsite technical support a must to all Call Centre locations

• Support 24/7/365 data center environment by providing on-call support rotation

• Strong knowledge of various contact center products and components including but not limited to , SIP Server, Work space, knowledge of reading application logs, inbound routing, outbound campaigns, design call flows, Skills-based routing, integration, desktop toolbar integration and call recording & analytics

• Knowledge of Linux base environment

• MS Windows Operating Systems experience

• The ability to work and team effectively with clients, management, and staff members in a multi-tiered, fast-paced environment

• Degree in computer science or related fields

• IT certification is a plus

• Minimum working experience of 1or 2 years in IT

• Working knowledge in Active Directory, WINS, DNS, TCP/IP network