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Design & Application Specialist (CMS)

$ 4,000 - $ 4,000 / month

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  • Customize and configure call management platforms, such as IVR, ACD, phonetics boosting and call routing systems.
  • Continuously evaluate system design, processes and identify areas for improvement, including automated business processes, visual data displays, and streamlined reporting mechanism.
  • Coordinates Call Management System (CMS) project on related issues/ queries/ requests
  • Raising of Change Request (CR) for the CMS as and when required due to operational needs or for enhancements of the CMS
  • Prioritize and execute all call management system activities, such as setup, testing, validation, wallboard creation, Uploading and deleting of Inbound or Outbound datasets
  • Conduct UAT for assigned projects and systems, including any integration with other systems
  • Develop and maintain the training materials/user guide/ process flow for CMS users to encourage self-help
  • Conduct troubleshooting with users for issues reported and perform high level identification of issues. Provide first level resolution and communication clearly to users
  • Work with vendors on issue resolution, system maintenance and follow up

Requirements:

  • Bachelor's degree in IT, Computer Science, or related field
  • At least 1 year of experience in call center tech support
  • Proficient in VoIP systems, PBX, and call center technologies
  • Familiar with data analytics and reporting tools
  • Strong problem-solving, analytical, and communication skills
  • Ability to multitask in a fast-paced environment
  • Contact: 6 + 6 months
  • 5 days work week, 8.30am - 6pm
  • Location: Central
  • Salary up to $4k


PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394
R1982883 (Koh Wei Ling (Gao WeiLing))
GOREF: 11269