Senior Operation Engineer for Call Center in China

    GENERAL SCOPE & SUMMARY


    Provide on-site/remote troubleshooting support for Call Center CTI, IVR development. Work as technical point of contact to collect issue description from customer, manage troubleshooting/debug till resolution or workaround provided, root cause analysis and RCA report creation.

    PRIMARY ROLE & RESPONSIBILITIES
    1. Work as senior MA engineer to manage issue reported on CTI softphone and IVR.
    2. Work closely with SDM to evaluate CR requirement, CR effort estimation, risk analysis and Change Plan creation.
    3. Maintain committed SLA and make sure issue resolution is provided within SLA Matrix.
    4. Provide supervision support for junior developer.

    QUALIFICATIONS
    1. Bachelor or higher degree in IT.
    2. 5 years+ experiences on Call Center CTI and IVR operation. Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and web chat interactions
    3. Relevant Database design and programming experience, familiar with MS-SQL and others.
    4. Good English written and verbal communication skills.
    5. Aspect certification is a plus.

    Recruiter Name:HR China
    Company:Dimension Data India Pvt Ltd
    Email Address:tracy.zhang@dimensiondata.com