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Senior System Support Engineer

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Date: 03-Aug-2022

Location: StarHub Green

Company: StarHub Ltd

Job Purpose

The Senior Systems Engineer works together with internal and external stakeholders to manage and support contact center systems and projects. He/She continuously explore, study and look out for new technologies that can help to improve contact center systems. He works under limited supervision to effectively deal with unfamiliar issues. 
He is a keen learner, and able to apply structured, analytical thinking to develop applications. He is a strong team player, who communicates his ideas and gets along with others easily.

 

 

Responsibilities

⦁    To support the 24/7 Call Center operations by providing daily routine system support and speedy recovery services to the operations, and by ensuring speedy fault escalation and resolution of any service disruption to the Call Center infrastructure
⦁    To plan, support, maintain and administer the entire Call Center Systems such as call routing strategies, IVR, Voice recording systems, Reporting tools, Work Force Management, Outbound dialer, Home Agent and Business Continuity Plan to meet the business needs of the entire Customer Service Call Center
⦁    To lead and guide a group of system engineers in both projects and day to day operations.
⦁    To constantly look out for emerging technologies and implement new routing initiatives, IVR self-help, agent resource optimization projects, Home Agent and in-house developed applications etc to improve Call Center productivity, efficiencies and customer experience
⦁    To project manage and implement new projects (customized call routing, IVR self-help, Home Agent, Outsourcing etc) to meet new product launch and CS work improvement requirements
⦁    To support Resource Management & Performance Management in performing in-dept analysis for overall Call Center Operations 
⦁    To manage CX division Business Continuity Plan (BCP)
 

Requirements

⦁    Degree/Diploma in Engineering 
⦁    4 Years experiences supporting data center and Windows based servers, preferably in call center environment.
⦁    Experience and knowledge in Genesys solution and Amazon Connect will be a plus.
⦁    Strong knowledge and experience in Windows Server and MS SQL Server environments, Hyper-V, IIS, Windows NLB and Windows Clustering.
⦁    Candidate with understanding of principle of Call Center technology will be preferred