Become a part of Thailand’s no.1 Digital Service Provider, Who strives to provide best services that help people fulfil their dreams.
We are looking for potential candidates who are eager to learn and grow to join our young talent team.
Job Posting Location
BangkokJob Summary
1. Develop, monitor, and fine-tune automated systems like IVR and Voice AI to improve performance and accuracy. This includes troubleshooting issues, conducting root cause analysis, and adjusting grammar and keywords.2. Act as a key contact point for projects, coordinating with IT, internal teams, and external clients. You'll ensure new solutions meet business requirements and support project implementation from planning to launch.
3. Analyze business needs to define new opportunities. This involves creating strategies, meeting with potential clients, and presenting solutions that add value to contact center operations.
4. Analyze service performance, identify gaps in business processes, and provide solutions and recommendations for improvement.
Job Description
1.IVR : Develop & execute monitoring plan, KPI trackers, and guidance to improve usage and accuracy.
2.Voice AI :Conduct performance analysis reports including top services & keywords monitoring to validate compliance with service and interaction design.
3.Voice AI : Apply process, method or test tools to perform grammar structure tuning including keywords, sentences based on weight score & particular areas.
4.IVR & Voice AI : Responsible as 1st tier to troubleshoot and as an escalation point for incidents or issues, identify root causes & re-tuning grammar structure of new keywords or sentences.
5.Project Support : Provide business or technical support to cultivate relationships with internal & external customers for inquiries or requests via corresponding channels.
6.Project Support : Work closely with IT & scrum room as system analyst for UNIT, SIT & UAT to ensure service and interaction design solutions meet business & IT requirements.
7.Service QA : Execute live customer testing, post-production monitoring & E2E performance tuning.
8.Explore and develop new business opportunities to add value for contact center operations and relevant business units.
9.Define new business development analysis and requirements to support contact center operations and relevant business units.
10.Coordinate with relevant business units for new customer implementation including project plan, solution design, cost/benefit analysis ensuring project implementation is in good order.
11.Closely collaboration with end user teams, arrange business development meetings with prospective clients to developing business development strategy and growth platforms.
12.Analyze Service Performance and provide recommendation for service improvement.
13.Provides solutions to complex business problems and analyze gaps to fulfill business processes.
14.Act as point of contact for resolution and escalation of all key items with the client and internally with cross functional.
15. Interact with senior management levels at a client and/or within AIS, involves negotiating or influencing on significant matters.
Recruiter
Thidarat Kerngfak (ธิดารัตน์ เกิงฝาก)
