Contact Center System Specialist - CC Solution Support

Mô tả Công việc
* Job Summary:
We are seeking a skilled and detail-oriented Contact Center Deployment Specialist to support the successful configuration, onboarding, and maintenance of contact center systems and platforms. This role will focus on deploying and managing telephony systems, digital channels, and agent tools to ensure seamless customer engagement and operational efficiency.
* Key Responsibilities:
Configure and maintain hotlines, call queues, and telephony systems, ensuring optimal routing and performance.
Manage IVR (Interactive Voice Response) flows, including menu setup, options, and queue mappings.
Set up and maintain Zalo Official Account (OA) integrations for customer communication.
Onboard and offboard agents on Microsoft Dynamics 365 (D365) and Genesys, including user role assignments and profile management.
Support campaign deployment and call plan execution, working closely with business and marketing teams.
Oversee channel management, ensuring all customer touchpoints (voice, chat, digital) are active and functioning.
Set up and manage agent skills and routing mappings for efficient call handling and resolution.
Classify issues, generate reports, and track system performance or operational issues for resolution and improvement.