Contact Center Engineering Specialist

• Design and develop end-to-end Contact Center solutions across Voice, Chat, Email, social media, and Omnichannel platforms.
• Analyze business requirements and translate them into scalable technical solutions, including IVR, AI Voice Bots, Chatbots, CRM integration, Workforce Management (WFM), and Digital Customer Service platforms.
• Define solution architecture covering cloud and on-premises environments, API integrations, data flows, and security controls.
• Evaluate, recommend, and implement appropriate technologies, including CCaaS, Conversational AI, AI-powered Chatbots/Voice Bots, Speech Analytics, and Call Analytics.
• Ensure solutions align with enterprise architecture, information security standards (e.g., ISO/IEC 27001), and regulatory compliance requirements.

• Define project scope, objectives, deliverables, KPIs, timelines, budgets, and resource plans.
• Coordinate with internal Technology, Product, Operations, and external vendors throughout the project lifecycle.
• Manage multiple Contact Center projects simultaneously, including new implementations, migrations, upgrades, and enhancement initiatives.
• Monitor project progress, identify risks and issues, and implement effective mitigation plans.
• Ensure projects are delivered on time, within scope and budget, while maintaining high-quality standards.

• Work closely with business stakeholders to improve customer journeys and digital self-service capabilities.
• Facilitate communication among cross-functional teams to ensure successful project delivery.
• Provide technical consultations and recommendations to support business transformation initiatives.

Qualifications

• Bachelor’s degree in computer engineering, Computer Science, Information Technology, or a related field.
• Minimum 3–5 years of experience in Contact Center technologies, Contact Center solutions, IVR, Chatbots, Conversational AI, Digital Customer Service, or related fields.
• Strong understanding of AI-powered IVR solution design and Contact Center architecture.
• Experience analyzing Contact Center performance metrics, such as Complaint Rate, Intent Accuracy, Customer Satisfaction (CSAT), First Call Resolution (FCR), and other related KPIs.
• Good understanding of Customer Journey design and Digital Self-Service solutions.
• Experience working collaboratively with Technology, Product, Operations, and other cross-functional teams.
• Knowledge of Artificial Intelligence (AI), Natural Language Processing (NLP), Machine Learning (ML), or Conversational AI platforms is an advantage.
• Strong analytical, problem-solving, project management, and stakeholder management skills.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across multiple teams.
• Knowledge of Contact Center platforms and customer engagement technologies is preferred.
• Experience with leading Contact Center platforms, such as Genesys, NICE CXone, Amazon Connect, Cisco Webex Contact Center, Five9, or other CCaaS solutions, is an advantage.
• Experience with CRM platforms, such as Salesforce, Microsoft Dynamics 365, or Zendesk, is preferred.
• Experience with API integration, cloud technologies (AWS, Microsoft Azure, or Google Cloud Platform), and system integration is an advantage.
• Familiarity with Agile and Scrum project delivery methodologies.
• PMP, PRINCE2, Agile, Scrum, or other relevant project management certifications are a plus.
• Ability to work effectively in a fast-paced and dynamic environment with a strong customer-centric mindset.
• Good command of both written and spoken Thai and English.