Contact Center Engineering Specialist

AIS

Bangkok, Bangkok, Thailand Full time June 30, 2026

Found Description

Job Description

Manage and maintain Contact Center systems, including Voice, Omnichannel, IVR, ACD, call routing, and BOT platforms.

Monitor system health, availability, performance, and capacity to ensure stable operations.

Administer telephony components such as SIP trunks, DID numbers, routing tables, and SBC.

Coordinate with vendors and internal teams to resolve issues and support system enhancements.

Design and optimize IVR flows, routing logic, and queue strategies based on business needs.

Monitor and troubleshoot incidents, perform RCA, and implement preventive measures.

Prepare and analyze performance reports to identify trends and improvement opportunities.

Manage system security, user access, compliance, and support DR/BCP activities.

Provide technical support, collaborate cross-functionally, and maintain system documentation.

Qualifications

Bachelor’s degree in ...

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