Contact Center Engineer

 Job Description:

  • 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

JOB REQUIREMENTS

  • 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

WHO WE ARE
Since 2017, KBZ Bank has undergone a significant transformation to become Myanmar's leading digital and mobile-first bank. Our initiatives have included restructuring leadership, enhancing risk management, and improving transparency. Notably, we launched KBZPay in 2018, a mobile wallet now serving over 10 million users, greatly expanding financial inclusion. Recognized for our governance and inclusion efforts, we continue to drive growth and accessibility in Myanmar's banking sector.

WHAT'S IN IT FOR YOU:
Rapid growth opportunities with a steep learning curve.
A dynamic and challenging work environment in the banking sector.
Commitment to your personal and professional development.
A diverse and international team fostering inclusion.
Engaging in company and team events.
Immediate responsibility and impact in a fast-evolving global bank.
Comprehensive benefits include health insurance and ongoing learning and development opportunities.


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