Contact Center Engineering Specialist

About the Company

Become a part of Thailand’s no.1 Digital Service Provider. AIS is transforming from “Telecom Service Provider” into “Digital Life Service Provider” offering innovative services for customers’ daily life.

About the Role

Location: Bangkok. Work arrangement: Onsite. Employment type: Full-time.

The role is responsible for operating, maintaining, and optimizing Contact Center systems and platforms, including configuring IVR and call flows, managing system changes, ensuring high availability, monitoring performance, troubleshooting incidents, and providing RCA and analytics reports. The position supports cross-functional teams and ensures compliance with security, DR/BCP, and regulatory standards.

Responsibilities

• Manage and maintain Contact Center systems: 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 SBCs.
• Design and optimize IVR flows, routing logic, and queue strategies based on business needs.
• Coordinate with vendors and internal teams to resolve issues and support system enhancements.
• 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, maintain system documentation, and coordinate with stakeholders.

Qualifications

• Bachelor’s degree in IT, Computer Engineering, Computer Science, or related fields.
• 3–5 years of experience managing Call Center/Contact Center platforms (Genesys, Avaya, Cisco, NICE, 3CX, etc.).
• Knowledge of SIP, VoIP, RTP, and basic networking (LAN/WAN, Firewall, Load Balancer).
• Experience with monitoring tools, logs, dashboards; scripting or API knowledge is a plus.
• Experience with Voice BOT, NLU, Generative AI, or cloud platforms (AWS, GCP, Azure); relevant certifications are an advantage.
• Strong problem-solving, communication, and coordination skills; ability to work under pressure.