Associate Manager, Call Center Systems

Company: BRAC Bank Limited

Vacancy

Not specific

Job Responsibilities

  • Agent Desktop Installation and Troubleshooting;
  • Proactive handling of Genesys Agent Desktop for Inbound/Outbound Call, email and Chat flow;
  • Monitoring and troubleshooting Media Gateway link and SIP Trunk and ensuring smooth services;
  • Deploy new prompt at IVR as per business requirements;
  • Creating extension and configuring Agent ID in the system and assigning to sip switch as well as configure at the client end;
  • Deploy patches as per vendor requirements due to system update;
  • Voice logger system configuration for user, Codec installation, extension mapping and IP mapping and user creation for call monitoring;
  • Ensure server hardware and system uptime;
  • Reporting applications installation/troubleshooting;
  • Providing logs to vendor and application team as per requirement;
  • Develop and maintain documentation for Business Continuity and Disaster Recovery;
  • Design and participate in Disaster Recovery exercises for Contact Center communications systems;
  • Must have the basic knowledge of Genesys Product Suite v8.x: Framework, eServices, Routing, CCPulse, Interactive Insights/InfoMart, WFM;
  • Working with Asterisk, Elastix, Free PBX, Goautodail or any other local call center solution will get extra advantage.

Employment Status

Full-time

Educational Requirements

  • Bachelor’s or Master’s degree in Computer Science & Engineering/ EEE / Telecommunication/ IT Graduation from reputed universities with satisfactory academic track record;

Experience Requirements

  • At least 4 year(s)

Additional Requirements

  • Minimum 4 years of experience in Technology and Functional Knowledge on Call Center application/IP Telephony solution;
  • Basic knowledge of Genesys Product Suite v8.x: Framework, eServices, Routing, CCPulse, Interactive Insights/InfoMart, WFM;
  • Working in Banking Call Center solution will be added advantage;
  • Working with Asterisk, Elastix, Free PBX, Goautodail or any other local call center solution will get extra advantage;
  • Willing to provide support 24/7 on requirement basis;
  • Excellent interpersonal skill and strong communication skills (both oral and written).

Job Location

Dhaka

Salary

  • Negotiable

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