Job Responsibilities

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.

Qualification

1. Master’s or bachelor's Degree in computer science, IT, MIS, Computer Business, or related fields
2. Understanding or being interested in IVR Technology or AI Technology or Call Center Technology is an advantage.
3. At least 5 years of extensive experience in data analytics using Power BI, MS power platform, BI tools, MS Office, or SQL.
4. Ability to communicate complex analysis in a clear, simple, and actionable manner.
5. Good command in English.
6. Experience in Telecom, Contact Center Operations or Digital Platform is a plus.