senior voice engineer (ip telephony) in Singapore

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job details

posted
location
singapore
specialism
information technology
job type
permanent
salary
S$ 5,500 - S$ 6,500 per month
reference number
90M0344435_1524454462
contact
winson tan, randstad
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job description

about the company:

My client is a global technology MNC providing Risk and Compliance solutions to the financial industry. With more than a hundred years of history, majority of the World’s largest banks uses their products. They are the leader in the industry and hire more than 30,000 employees globally. With Singapore as the regional Head Quarter for APAC, they are currently expanding and you would now have the opportunity to join them as Technical Implementation Manager.

about the job:

Senior Voice Engineer: To join our Global Team in Singapore to build and support our telephony workflows across our programs and geographies. This person will manage vendor relationships, validate further investment in existing infrastructure, and make a recommendation as how best to effectively resolve current issues, and have a sustainable telephony environment (as well as other channels). This person will document all outstanding issues, as well as train in parallel the IT team how to better provide support to users on the telephony (and other channels).

Responsibilities include:

  • Fully support company’s strategy and execution
  • Gather requirements from client and operations
  • Propose and build solutions to manage telephony and other channels
  • Document and train the trainer on new features and workflows
  • Acts as the “second level of response” for user problems within the help desk.
  • Demonstrates an awareness of impact on relevant support issues on a companywide basis
  • Reports network issues to SME for analysis and trending of bandwidth and network system/security incidents

skills and experience required:

You will ideally have:

  • At least 3 years experience at an expert level with telephony in a mid-large business environment. The right candidate will have architected, designed, or maintained telecom operations for call centers, and know the relationships of many applications which integrate with telephony platforms (ideally relying on inContact’s platform)
  • Graduate Bachelor’s Degree in Computer Science, Information Systems, or related major or currently enrolled in a Masters degree program in a related field of study.
  • Experience in managing customer care, call centers and/or back office operations
  • Experience with CRM, customer service technology and IVRs/telephony
  • Hands on experience with Process improvement and Project Management

To apply online, please click on the appropriate link. Alternatively please contact Winson Tan at 6510 3638 to discuss more on the opportunity. EA: 94C3609 / R1113471