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Job Posting Location
BangkokJob Summary
Contact Center Voice Technology Specialist with expertise in voice technology, particularly within the contact center context, to improve efficiency, reduce agent workload, and increase sales through self-service channels.Job Description
1.Work closely with business users to recommend solutions for voice dynamic interactive design (IVR/Telephony/Routing) in compliance with Cloud Telephony platform.
2.Initiate actionable insights of new products or services to enhance contact center operations efficiency, reduce inquiry calls to agents, migrate calls to self-service channels & improve sales.
3.Act as a trusted advisor to comprehend business needs of internal customers & expand Voice technology as a service for operations or process transformation.
4.Be the subject matter expert to share knowledge and experiences in terms of success story, value drivers & success metrics for business growth.
5.Represent 1st tier to troubleshoot and as an escalation point for incidents or issues, identify root causes & report problem solved.
6.Drive continuous improvement, comprehend customer technology trend, understand as-is process, define to-be solutions, develop KPI trackers and performance analysis reports.
7.Communicate conceptual and detailed solutions to IT & SCRUM room to ensure design for testability and impact analysis assessment for project priority alignment.
8.Execute live customer testing, post-production monitoring & performance tuning escalation.
Recruiter
Thidarat Kerngfak (ธิดารัตน์ เกิงฝาก)