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
Bangkok
Job Summary
The role is responsible for operating, maintaining, and optimizing Contact Center systems and platforms.
It involves configuring IVR and call flows, managing system changes, and ensuring high system availability.
The engineer monitors performance, troubleshoots incidents, and provides RCA and analytics reports.
The position supports cross functional teams and ensures compliance with security, DR/BCP, and regulatory standards.
Documentation development and coordination with vendors and internal IT teams are key parts of the role.
Job Description
- Manage and maintain Contact Center systems, including Voice, Omnichannel, IVR, ACD, call routing, and BOT platforms.
- Monitor system health, availability, performance, and capacity to ensure stable operations.
- Administer telephony components such as SIP trunks, DID numbers, routing tables, and SBC.
- Coordinate with vendors and internal teams to resolve issues and support system enhancements.
- Design and optimize IVR flows, routing logic, and queue strategies based on business needs.
- Monitor and troubleshoot incidents, perform RCA, and implement preventive measures.
- Prepare and analyze performance reports to identify trends and improvement opportunities.
- Manage system security, user access, compliance, and support DR/BCP activities.
- Provide technical support, collaborate cross-functionally, and maintain system documentation.
Qualifications
- Bachelor’s degree in IT, Computer Engineering, Computer Science, or related fields.
- 3–5 years of experience managing Call Center/Contact Center platforms (Genesys, Avaya, Cisco, NICE, 3CX, etc.).
- Knowledge of SIP, VoIP, RTP, and basic networking (LAN/WAN, Firewall, Load Balancer).
- Experience with monitoring tools, logs, dashboards; scripting or API knowledge is a plus.
- Strong problem‑solving, communication, coordination skills, and ability to work under pressure.
- Experience with Voice BOT, NLU, Generative AI, or cloud platforms (AWS, GCP, Azure); relevant certifications are an advantage.
Recruiter
Kanchisar Dunmai (กัญญ์ชิสา ดันไหม)
