Associate Manager, Call Center Systems

Job Description

Title: Associate Manager, Call Center Systems

Company Name: BRAC Bank Limited

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor's or Master's degree in Computer Science & Engineering/ EEE / Telecommunication/ IT Graduation from reputed universities with satisfactory academic track record;

Experience Requirements:
∎ At least 4 year(s)

Job Responsibilities:
∎ Agent Desktop Installation and Troubleshooting;
∎ Proactive handling of Genesys Agent Desktop for Inbound/Outbound Call, email and Chat flow;
∎ Monitoring and troubleshooting Media Gateway link and SIP Trunk and ensuring smooth services;
∎ Deploy new prompt at IVR as per business requirements;
∎ Creating extension and configuring Agent ID in the system and assigning to sip switch as well as configure at the client end;
∎ Deploy patches as per vendor requirements due to system update;
∎ Voice logger system configuration for user, Codec installation, extension mapping and IP mapping and user creation for call monitoring;
∎ Ensure server hardware and system uptime;
∎ Reporting applications installation/troubleshooting;
∎ Providing logs to vendor and application team as per requirement;
∎ Develop and maintain documentation for Business Continuity and Disaster Recovery;
∎ Design and participate in Disaster Recovery exercises for Contact Center communications systems;
∎ Must have the basic knowledge of Genesys Product Suite v8.x: Framework, eServices, Routing, CCPulse, Interactive Insights/InfoMart, WFM;
∎ Working with Asterisk, Elastix, Free PBX, Goautodail or any other local call center solution will get extra advantage.

Additional Requirements:
∎ Minimum 4 years of experience in Technology and Functional Knowledge on Call Center application/IP Telephony solution;
∎ Basic knowledge of Genesys Product Suite v8.x: Framework, eServices, Routing, CCPulse, Interactive Insights/InfoMart, WFM;
∎ Working in Banking Call Center solution will be added advantage;
∎ Working with Asterisk, Elastix, Free PBX, Goautodail or any other local call center solution will get extra advantage;
∎ Willing to provide support 24/7 on requirement basis;
∎ Excellent interpersonal skill and strong communication skills (both oral and written).

Salary: Negotiable

Application Deadline: 31 Oct 2020

Company Information:
∎ 20 Oct 2020
∎ BRAC Bank Limited
∎ Business : BRAC Bank Limited, pioneer in SME Banking, delivers a full array of banking services to individuals as well as business entities. With a network of 184 Branches, over 460 ATMs, 448 SME Unit Offices and 229 remittance delivery points, the Bank has unmatched reach to provide a comprehensive range of solutions to serve millions.

Category: Bank/Non-Bank Fin. Institution