Contact Center Engineering Specialist

Thailand·Bangkokmid

OtherEngineering Specialist

1 views0 saves0 applied

Apply Now

Quick Summary

Overview

Become a part of Thailand’s no.1 Digital Service Provider, Who strives to provide best services that help people fulfil their dreams.

Technical Tools

OtherEngineering Specialist

Become a part of Thailand’s no.1 Digital Service Provider, Who strives to provide best services that help people fulfil their dreams.

We are looking for potential candidates who are eager to learn and grow to join our young talent team.

Bangkok

The Contact Center Solution & Project Manager is responsible for designing and delivering end-to-end contact center technology solutions that enhance customer experience across multiple communication channels. This role translates business requirements into scalable and secure solutions, leads technology implementation projects, and collaborates with cross-functional teams and vendors to ensure successful project delivery while driving digital customer service transformation.

Design and develop end-to-end Contact Center solutions across Voice, Chat, Email, social media, and Omnichannel platforms.
Analyze business requirements and translate them into scalable technical solutions, including IVR, AI Voice Bots, Chatbots, CRM integration, Workforce Management (WFM), and Digital Customer Service platforms.
Define solution architecture covering cloud and on-premises environments, API integrations, data flows, and security controls.
Evaluate, recommend, and implement appropriate technologies, including CCaaS, Conversational AI, AI-powered Chatbots/Voice Bots, Speech Analytics, and Call Analytics.
Ensure solutions align with enterprise architecture, information security standards (e.g., ISO/IEC 27001), and regulatory compliance requirements.

Define project scope, objectives, deliverables, KPIs, timelines, budgets, and resource plans.
Coordinate with internal Technology, Product, Operations, and external vendors throughout the project lifecycle.
Manage multiple Contact Center projects simultaneously, including new implementations, migrations, upgrades, and enhancement initiatives.
Monitor project progress, identify risks and issues, and implement effective mitigation plans.
Ensure projects are delivered on time, within scope and budget, while maintaining high-quality standards.

Work closely with business stakeholders to improve customer journeys and digital self-service capabilities.
Facilitate communication among cross-functional teams to ensure successful project delivery.
Provide technical consultations and recommendations to support business transformation initiatives.

Requirements

~2 min read

Bachelor’s degree in computer engineering, Computer Science, Information Technology, or a related field.
Minimum 3–5 years of experience in Contact Center technologies, Contact Center solutions, IVR, Chatbots, Conversational AI, Digital Customer Service, or related fields.
Strong understanding of AI-powered IVR solution design and Contact Center architecture.
Experience analyzing Contact Center performance metrics, such as Complaint Rate, Intent Accuracy, Customer Satisfaction (CSAT), First Call Resolution (FCR), and other related KPIs.
Good understanding of Customer Journey design and Digital Self-Service solutions.
Experience working collaboratively with Technology, Product, Operations, and other cross-functional teams.
Knowledge of Artificial Intelligence (AI), Natural Language Processing (NLP), Machine Learning (ML), or Conversational AI platforms is an advantage.
Strong analytical, problem-solving, project management, and stakeholder management skills.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across multiple teams.
Knowledge of Contact Center platforms and customer engagement technologies is preferred.
Experience with leading Contact Center platforms, such as Genesys, NICE CXone, Amazon Connect, Cisco Webex Contact Center, Five9, or other CCaaS solutions, is an advantage.
Experience with CRM platforms, such as Salesforce, Microsoft Dynamics 365, or Zendesk, is preferred.
Experience with API integration, cloud technologies (AWS, Microsoft Azure, or Google Cloud Platform), and system integration is an advantage.
Familiarity with Agile and Scrum project delivery methodologies.
PMP, PRINCE2, Agile, Scrum, or other relevant project management certifications are a plus.
Ability to work effectively in a fast-paced and dynamic environment with a strong customer-centric mindset.
Good command of both written and spoken Thai and English.