Instrument and monitor capacity and utilization in VoIP-based & enterprise Contact Center platforms like Genesys, or 3CX or other contact center solutions.

Solution administration, troubleshooting, and upgrading.

Problem-solving the ability to handle complex enquiries and also the everyday challenges involved.

Provide technical support for all contact center systems and tools

Present professional, efficient and friendly customer service to all customers/agents.

Manage daily work schedule to ensure sufficient call center coverage.

Assist in the development of technical material and training documents.

Train customers and colleagues on equipment operation and maintenance as required.

Onsite technical support a must to all Call Centre locations if required.

Support 24/7/365 data center environment by providing on-call support rotation

Degree / Diploma in computer science or related fields

IT certification is a plus

Minimum working experience of 1 or 2 years in IT infra and application support.

Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.SIP Server, Workspace, knowledge of reading application logs, inbound routing, outbound campaigns, design call flows, Skills-based routing, integration, desktop toolbar integration and call recording & analytics

Knowledge in cloud telephony (UCaaS and CCaaS)

Other internal applications support workflow systems