Contact Center System Specialist – CC Solution Support

* Job Summary: We are seeking a skilled and detail- oriented Contact Center Deployment Specialist to support the successful configuration, onboarding, and maintenance of contact center systems and platforms. This role will focus on deploying and managing telephony systems, digital channels, and agent tools to ensure seamless customer engagement and operational efficiency.* Key Responsibilities:
Oversee channel management, ensuring all customer touchpoints (voice, chat, digital) are active and functioning.
Configure and maintain hotlines, call queues, and telephony systems, ensuring optimal routing and performance.
Set up and manage agent skills and routing mappings for efficient call handling and resolution.
Classify issues, generate reports, and track system performance or operational issues for resolution and improvement.
Onboard and offboard agents on Microsoft Dynamics 365 (D365) and Genesys, including user role assignments and profile management.
Manage IVR (Interactive Voice Response) flows, including menu setup, options, and queue mappings.
Set up and maintain Zalo Official Account (OA) integrations for customer communication.
Support campaign deployment and call plan execution, working closely with business and marketing teams.

Good communication and coordination skills across technical and non- technical teams.
Bachelor‘s degree or equivalent.
Experience in contact center technologies, particularly D365 and Genesys.
Detail- oriented with the ability to manage multiple tasks and priorities.
Bachelor’s degree in Information System Management, Digital Transformation, Business Administration, Trade Marketing or a related field (or equivalent experience).
Strong analytical and problem- solving skills.
Familiarity with IVR, telephony systems, and digital communication channels (e.g., Zalo).

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Cập nhật gần nhất lúc: 2025-11-28 05:20:03