Deskripsi Pekerjaan
Join Elabram as an IT Engineer specializing in Contact Center and Voice Solutions! In this critical role, you'll manage and maintain the backbone of our client communication infrastructure. You'll be responsible for ensuring the seamless operation of voice systems, contact center technologies, and telephony platforms that drive customer experiences. This position offers the opportunity to work with cutting-edge VoIP solutions, PBX systems, and CTI integrations in a dynamic environment. Your expertise will directly impact business continuity and client satisfaction through proactive monitoring, troubleshooting, and optimization of voice networks. If you're passionate about telecommunications and thrive in solving complex technical challenges, Elabram offers a platform to grow your career while making tangible contributions to our clients' success.
Tanggung Jawab
- Manage and maintain contact center infrastructure including ACD, IVR, and call recording systems
- Administer VoIP platforms, PBX systems, and telephony hardware/software
- Troubleshoot voice network issues and implement technical solutions
- Monitor system performance and conduct capacity planning for voice environments
- Collaborate with vendors for system upgrades and new technology integration
- Document system configurations, procedures, and maintenance schedules
- Provide Tier 2/3 technical support for voice-related incidents
- Analyze call data to optimize contact center performance
Kualifikasi
- Bachelor's degree in IT, Computer Science, or related technical field
- Minimum 2 years of experience in contact center/voice system administration
- Strong knowledge of VoIP protocols (SIP, H.323) and telephony standards
- Experience with contact center platforms (Avaya, Cisco, Genesys, or NICE)
- Proficiency in Windows Server and Linux administration
- CCNA or equivalent networking certification preferred
- Excellent problem-solving skills with ability to diagnose complex issues
- Strong communication skills for cross-functional collaboration