Technical Project Manager

Key Responsibilities:

• To serve as subject matter expert for Samsung’s regional call center operation for the new implementation of the call cloud solution (using Sprinklr system)
• To provide first level support to the team for all technical enquiries related to call cloud solutions and omni channel solution
• Support technical integrations to call cloud solution
• To liaise and cooperate between relevant stakeholders for IT related tasks.
• Provide first level support as call center technical operation representative.
• Liaise with relevant stakeholders in resolving technical issues.
• Liaise with HQ, subsidiaries, external vendors to deliver Sprinklr enhancements and support business strategies.
• Review test cases, provide recommendations on changes and perform UAT.
• Prepare documentation for new implementation and future enhancements.
• Conduct system training to RHQ, subsidiaries’ agencies when required.
• Provide necessary data/reports for decision making when required.

Qualifications:

• Diploma or Bachelor's degree in IT or related field
• At least 3 year of relevant experience in call center technical operations
• Call Center System Operation/ Sprinklr Platform
• Project Management (PMP) Certified is preferred.
• Experience in Call Center System Operation/ Sprinklr Platform is an advantage
• Knowledge of call center technologies and terminologies such as CTI, IVR, PBX
• Familar with cloud solutions such as Genesys and Amazon
• Having experience in call center solutions migration a& voice infrastructure will be a plus
• Ability to work in a fast-paced environment.
• Organized, goal-oriented, excellent ability to multi-task, motivated self-starter who can work well in a team environment
• Possess excellent communications skills, with the ability to work with various business and technical teams.
• Proficient in Microsoft Office (Excel, Powerpoint, Word)