Get to Know our Team:  

The CEG TECH team is responsible to ensure smooth delivery of information systems across a global network of multi-channel Contact Centers of our Customer Experience Group. We operate in 14 different countries, whether in the office, working remotely, or traveling, we enable everyone to stay connected.  

The Opportunity: 

For our team in Bangkok, we are looking for candidates with a high level of IT Support experience in Contact Center environment. Successful candidate will have experience working with modern Contact Center infrastructure, as part of a Virtual team supporting remotely sites across the globe, and an IT career with us provides excellent growth opportunities in an exciting, multicultural environment. 

In this Role, you'll get to:  

• Interact with staff (mainly Contact Center agents) through a series of actions, either face-to-face or over the phone, via chat or e-mail to help set up systems or resolve issues 
• Monitoring core routing systems and propose improvements (within or without existing platform) interface with vendors & internal partners for system support and functional development. 
• Managing small projects and efficiency improvements for (mainly) the Contact Center team (from business specification until successful hand over after deployment). 
• Managing operational questions and issues with key vendors/internal partners (equipment break/fix, voice quality problems, interaction flows routing, etc). 
• Contribute to keep computer and Contact Center systems running smoothly and ensure users get the maximum benefit from them.
• Monitor and maintain systems / take appropriate actions in case of technical alarming together with local IT staff.
• Troubleshoot system and network problems, diagnosing and reporting/following up anomalies to the appropriate teams.
• Act as second level support to investigate potential booking related errors and provide adequate feedback to requestor.
• Act as second level support to investigate and consolidate potential booking related errors and escalate to the appropriate department. (More towards area of incident management) 
• Responding to breakdowns or technical outages and act as technical incidents manager by actively communicating with other departments in order to restore functionalities.
• Facilitate and actively participate for business specification, configuration, planning, testing and validation of interaction flows.

What you'll need to succeed:  

• At least 2 years of experience with Contact Center/work optimization platforms (like Avaya/Genesys/Verint / …. or similar). 
• Experience with practical IT troubleshooting and optimization and experience supporting typical office applications (SharePoint online, desktop suites, Virtual Desktop solutions, etc.). 
• Having experience in Contact Center environment is a strong asset. 
• This person with a strong analytical mindset, should have a positive and open attitude with a desire to succeed and grow within a challenging role. 
• Exposure to data-centric environments (reporting skills, data aggregation & analysis, using data to identify problems and propose solutions/workarounds).
• Customer service mindset.
• Ability to work well with others.
• Positive & open attitude, desire to succeed and grow in the role.
• Excellent verbal and written communication skills in English 

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