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System Support Engineer

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Date: 15-Sep-2022

Location: StarHub Green

Company: StarHub Ltd

Responsibilites

  • To support the Call Center operations (SG and CX outsourcers) 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. This includes application support, hardware (Server, PC, Laptop, Printer, and Contact Centre Agent’s Phone) and software. This includes the support for Server in CX data centre, CX PC and Laptop, CX agent’s phone and Printers
  • To plan, support, maintain and administer the entire Call Center Infrastructure i.e. Genesys CTI call routing strategies, IVR self-help, Voice recording systems, Reporting tools, Work Force Management, Outbound dialler, Home Agent and Business Continuity Plan etc to meet the business needs of the entire Customer Service Call Center. This also includes the implementation, support, administration (ID creation and termination for various systems for all CX users) and management of thin/thick clients and/or services.
  • 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, Systems/Software upgrades, etc) to meet new product launch and CS work improvement requirements. The implementation will include evaluation, UAT testing, systems integration, and systems deployment.
  • Responsible for managing CX systems license, device, equipment, and services. This includes procuring the items or services, support renewal, decommission and disposal
  • To support Resource Management & Performance Management in performing in-dept analysis for overall Call Center Operations.

Requirements

  • Degree / Diploma in Computer Science / Computer Engineering / Telecommunications / other Engineering fields
  • Knowledge in operating Windows Server OS (2008R2 and above) and MS SQL Server 2008R2 and above, VM, Hyper-V, IIS, Windows NLB and MS SQL Clustering will be a plus
  • 1-3 years of experience in 24/7 Call Centre or System support environment
  • Experience and/or knowledge in Genesys solution will be an added advantage
  • Strong project management skills (planning, monitoring and controlling complex call centre projects like Routing, IVR, Reporting, WFM etc) are preferred
  • Good understanding of the principle of Call Centre technologies
  • Excellent verbal and written communication and good interpersonal skills