Job Responsibilities:

  • Administer core CS technologies including contact center solution,

quality management solution, workforce management solutions and


  • Understand and translate business requirement into system


  • 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


  • Collaborate with operational teams and cross-functional partners to

ensure efficiency and cross functional alignment as we build and


  • 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




  • 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


  • 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.

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