Job Responsibilities:
- Administer core CS technologies including contact center solution,
quality management solution, workforce management solutions and
Zendesk
- Understand and translate business requirement into system
configurations
- Manage a queue of operational requests, prioritizing against
evolving business priorities
- Coordinate system upgrades, Change Requests or production
support issue to ensure business continuity
- Identify operational weaknesses and help improve or innovate new
processes
- Collaborate with operational teams and cross-functional partners to
ensure efficiency and cross functional alignment as we build and
scale.
- Support a culture of continuous improvement to continually raise
the bar of execution
- Communicate with vendors for new solution deployment and
existing system enhancement and upgrades
- Manage third party system integrations
- Ensure all documentation, processes and methodologies used,
system development and implementation as per industries
standards & methodologies
Requirements:
- 3-5 years of experiences in system administration or business
analysis, preferably in customer service technologies such as
service desk, contact center, workforce management, quality
management and chatbot
- Face learner and independent thinker
- Comfortable in a rapid changing environment and in a fast-paced
environment
- Team player and customer centric mindset
- Detail oriented and understand project management principles
- Thrive in situations where you can think critically, anticipate issues
before they arise and proactively suggest big-picture solutions
- Preferable with exposure in Cloud based technologies, SaaS and
end-user environment.
