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Contact Center System Specialist – CC Solution Support

Contact Center System Specialist – CC Solution Support

Công Ty TNHH TransCosmos Việt Nam
Updated: 27/11/2025
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Employment Information

Benefits

  • Laptop
  • Chế độ bảo hiểm
  • Du Lịch
  • Phụ cấp
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Nghỉ phép năm

Job requirement

  • * Job Summary:

    We are seeking a skilled and detail-oriented Contact Center Deployment Specialist to support the successful configuration, onboarding, and maintenance of contact center systems and platforms. This role will focus on deploying and managing telephony systems, digital channels, and agent tools to ensure seamless customer engagement and operational efficiency.

    * Key Responsibilities:

  • Configure and maintain hotlines, call queues, and telephony systems, ensuring optimal routing and performance.
  • Manage IVR (Interactive Voice Response) flows, including menu setup, options, and queue mappings.
  • Set up and maintain Zalo Official Account (OA) integrations for customer communication.
  • Onboard and offboard agents on Microsoft Dynamics 365 (D365) and Genesys, including user role assignments and profile management.
  • Support campaign deployment and call plan execution, working closely with business and marketing teams.
  • Oversee channel management, ensuring all customer touchpoints (voice, chat, digital) are active and functioning.
  • Set up and manage agent skills and routing mappings for efficient call handling and resolution.
  • Classify issues, generate reports, and track system performance or operational issues for resolution and improvement.

Job requirement

  • Bachelor‘s degree or equivalent.
  • Bachelor’s degree in Information System Management, Digital Transformation, Business Administration, Trade Marketing or a related field (or equivalent experience).
  • Experience in contact center technologies, particularly D365 and Genesys.
  • Familiarity with IVR, telephony systems, and digital communication channels (e.g., Zalo).
  • Strong analytical and problem-solving skills.
  • Detail-oriented with the ability to manage multiple tasks and priorities.
  • Good communication and coordination skills across technical and non-technical teams.

More Information

  • Qualification: College
  • Age: Unlimited
  • Job type: Permanent

Company Overview

Contact Center System Specialist – CC Solution Support

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

https://transcosmosvietnam.talent.vn/ Number of employees: 1.000-4.999

Được thành lập từ năm 1966 tại Shibuya, Tokyo, Nhật Bản, tập đoàn transcosmos Inc đã không ngừng mở rộng quy mô và hiện diện tại 35 quốc gia với 178 cơ... View more

Contact Center System Specialist – CC Solution Support

Công Ty TNHH TransCosmos Việt Nam

APPLY NOW
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