Company Name: BRAC Bank Limited
Roles & 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 & Configuring Agent ID in the system & 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
- Ensuring regular system, Application and recording file Backup
- Ensure server hardware and system uptime.
- Reporting Applications installation/troubleshooting.
- Effective communication to handle International and Local application and infrastructure vendor
- To attend meeting with Business team and vendor for problem mitigate & update the system as well as application.
- Providing logs to vendor and application team as per requirements.
- Develop and maintain documentation for Business Continuity and Disaster Recovery
- Design and participate in Disaster Recovery exercises for Contact Center communications systems
Educational Qualification:
- Masters / Bachelors degree in Computer Science & Engineering/EEE/Telecommunication/IT, from reputed universities with satisfactory academic track record
Work Experience:
- At least 2 year(s)
Others Requirements:
- At least 2 years work experience in Technology, & Functional Knowledge on Call Center application/IP Telephony solution
- 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
- Working in Banking Call Center solution and proficiency in MS SQL server will be added advantage
- Good analytical ability is mandatory
- Proactive, passionate and possess a can do attitude
- Good communication and interpersonal skills
- Honest and carries high level of personal integrity
- Ability to complete all assignments in timely and effective manner
Others Benefit:
As per company policy.