**Position Purpose**:
As an IT Omni Channel Analyst, you would be responsible for the maintenance and support for Cloud Based Omni Channel ACD platforms, including CRM integration, voice, chat and other technologies.
The primary focus is on MAC, system administration, and maintenance in a BPO contact center environment.
- Maintenance and support for Cloud Based Omni Channel ACD platforms, including CRM integration, voice, chat and other technologies.
- Support Omni Channel ACD Contact Center current systems include but not limited to:
- _NICE IC - Omni Channels, MAX_
- _Avaya - CM ACD, C1 Conversations, Verint _
- _Five 9 - Inbound, outbound dialer with CRM _
- _Bright Pattern - Omni Channels_
- _CRM integrations with Zendesk and Salesforce_
- Monitor the performance, alarms, and efficiencies, and provide recommendations for improvements.
- Clearly document all work with systems and servers for which you have responsibility
- Handle day-to-day administration of several client programs and systems.
- Work with specified vendors as required to implement services, and resolve or escalate issues.
- Assist the Team lead with planning, upgrades, design, capacity monitoring, and advanced programming.
- Work with the Business Development team and Client Services team on technology solutions
- Assist team lead to investigate and test new technologies to be deployed.
- Available to work flexible schedules 7X24.
On call 7X24X365 as required
- Other duties as assigned
**Qualifications**:
- Knowledge and experience with cloud-based Omni Channel ACD Contact Center solutions required.
- Demonstrate experience in a contact center omnichannel environment.
- Understanding of VoIP and SIP technologies is required.
- Understanding of API and CRM technologies is recommended.
- Knowledge of natural language technologies is a plus.
- Knowledge of AI and bot technologies is a plus.
- Ability to work on directed tasks and work within project requirements.
- Certifications or training in required technologies are a plus.
- Experience with scripting languages and SQL is a plus.
- This is a full-time position.
The position may be for APAC daytime or ET daytime hours.
Nonstandard work hours, evenings, weekends, and on-call may be required
**Attributes**:
- Dynamic and dependable
- Ability to work under high pressure
- Excellent interpersonal and communication skills
- Ability to communicate effectively in oral or written format
- Integrity and drive
- Energetic and Enthusiastic
- Prompt and fast-paced
Pay: Php60,000.00 - Php90,000.00 per month
**Benefits**:
- Health insurance
- Life insurance
Schedule:
- 8 hour shift
- Overtime
Ability to commute/relocate:
- Taguig City: Reliably commute or planning to relocate before starting work (required)