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Contact Center Solutions Engineer

Bodland Systems Limited

Job Info:

Company Bodland Systems Limited
Date Posted 16 August 2016
Work Type Full Time
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Job Details

• Identify opportunities to leverage Call centre contact center and other technology solutions to improve business operations and profitability
• Define, plan and execute targeted initiatives
• Provide consultation and research on contact center technology. Maintain a current expert knowledge of products and services specific to contact centers
• Provide technology insight on Keypath Education’s contact center business
• Identify and apply contact center industry best practices
• Responsible to resolve critical technical issues while working with others in IT and with vendors to ensure quick resolution and implementing measures to prevent recurrence
• Ensure high availability and performance for contact center technology and services
Education: Bachelor’s degree or equivalent combination of education and/or experience required.

• Five to seven years of combined technology experience including 2+ years working with contact centers featuring Contact Centre and related technology
• Strong understanding of contact center protocols, technologies, operations strategy, leading and emerging vendor capabilities, and industry best practices.
• Experience with on-premise and/or cloud-based contact center technology solutions
• Experience with variety of contact center technologies such as IVR, skills-based routing, work force management, CTI scripting (screen pops), CRM integration, analytics, resource optimization
• Business acumen to understand business model and objectives and ability to design solutions to improve business performance
• Experience with implementing and customizing end-to-end contact center solutions
• Experience with Call centre framework and applications (eg. SIP Server, Framework, Routing, Outbound, Call Recording, e-Services)
• Project management
• Experience troubleshooting contact center technical issues
• Hands on experience with servers, log files, databases and SQL for data analysis
• Ability to professionally represent Keypath Education to clients, partners, and vendors

Applicants should forward their CVs to
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