WE NEED YOU:

* 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.

WORK LOCATION: 5 Cong Truong Me Linh, Ben Nghe District, Ward 1, HCMC

WORKING TIME: Service time: 8:30 AM – 5:30 PM, Monday – Friday & 08:30 – 12:30 Sat

REQUEST

• 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.

* Preferred Skills:

• Certification or hands-on experience with Genesys Cloud/Engage.
• Experience with Zalo OA integration and management.
• Understanding of customer service KPIs and reporting.

BENEFITS

• Salary: 12,000,000 - 15,000,000 Gross
• Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field
• Promotion opportunities
• Periodical bonus: twice/year
• Position promotion, salary increase: once/year
• 13th month salary
• Insurances followed Vietnamese Labor Law
• Bonuses, gifts for Holidays
• Activities: Birthday party, Employee engagement activities