Contact Center Technical Lead (Contact Center & AI Solutions)

Cloudsoft Co.,Ltd.

I.T. - Software/Telecommunication, I.T. - Hardware, I.T. - Internet

Yesterday

See Reviews Apply Now

View this job in new tab

Basic Requirements

Full Time

5 - 10 Year

Bangkok and its Vicinity

Bachelor's Degree or Higher

40,000 - 60,000 baht/month

Responsibilities

1. Technical Implementation & Innovation:

• Design and deploy robust Contact Center solutions such as Avaya, Genesys, 3CX, or Asterisk.

• Advanced Feature Configuration: Design complex IVR flows, configure routing logic, and implement Voicebot/Chatbot scenarios to automate customer interactions.

• System Integration: Lead the integration of the Contact Center platform with third-party applications (CRM, ERP, Ticketing Systems) via APIs to ensure seamless data exchange.

• Troubleshooting & Optimization: Analyze system logs to resolve complex issues. Proactively optimize system performance.

2. Project Management:

• Project Planning: Manage implementation projects from initiation to closure, ensuring projects are delivered on time and within scope.

• Coordination: Liaise with vendors, clients, and internal teams to gather requirements and define project milestones.

• Stakeholder Management: Act as the primary technical point of contact for clients, providing regular status updates and managing expectations.

3. Team Leadership:

• Mentorship: Lead, mentor, and train junior engineers, providing technical guidance and best practices.

• Resource Management: Assign tasks and monitor team performance to ensure efficiency and quality of service.

Requirements

Education & Experience:

• Bachelor’s or Master’s degree in Computer Engineering, Telecommunications, IT, or related fields.

• 5+ years of hands-on experience in implementing and supporting Contact Center solutions (Avaya, Genesys, 3CX, or Asterisk).

• Proven experience in a Lead or Senior role is a strong plus.

Technical Skills:

Core Systems: Deep hands-on experience in implementing and troubleshooting major Contact Center platforms such as Avaya, Genesys, 3CX, or Asterisk.

Contact Center Features Mastery: Strong practical knowledge and experience in implementing, configuring, and optimizing

Key Call Center features, including:

• IVR/Self-Service: Interactive Voice Response design, flow creation, and integration with backend systems.

• AI & Automation: Familiarity with integrating Voicebot and Chatbot solutions for automated customer interactions.

• Omnichannel: Experience in integrating and managing non-voice channels (Email, Chat, Social Media) within the Contact Center platform.

• Integration: Proficient in using APIs (REST/SOAP) and standard protocols for seamless integration with CRM, ticketing systems, and data warehouses.

Soft Skills & Management:

• Project Management: Strong organizational skills with the ability to manage multiple projects simultaneously. (PMP or Prince2 certification is a plus).

• Communication: Excellent command of English (Written and Spoken). Able to communicate technical concepts to non-technical stakeholders and work with foreign vendors.

• Leadership: Ability to motivate a team and resolve conflicts effectively.

Welfare and Benefits

Staff training and development
Overtime
5-day work week
Social security
Health insurance
Annual trip or party
Performance/results-based bonus
Annual bonus
Annual bonus of 1 month(s)