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Senior / Executive, Contact Centre

Institution:  Woodlands Health
Family Group:  Administration

1. JOB PURPOSE

 

Support the Telecoms Team Lead in the day-to-day operations, maintenance and enhancement of the Unified Communications and telephony infrastructure for the Organisation and its Contact Centre. Introduce new digital self-service tools and transform the Customer Engagement and Experience within a healthcare setting.          

 

2. MAJOR DUTIES & RESPONSIBILITIES

 

Specific

 

(a) Unified Communications and Telephony (PABX)

 

  1. Subject Matter Expert for CISCO Unified Communications Manager (“CUCM”) and Unified Contact Centre Express (“UCCX”), and/or VERINT Recording System

 

  1. Manage day to day operations support. Provide user support for incidents related to CISCO CUCM, CISCO FINESSE and VERINT, Wallboard, SMS, CRM/CTI and other related System to collaborate with vendors or IT network team as required

 

  1. Strong Knowledge in Business Continuity Plan and Disaster Recovery in Unified Communications and Contact Centre

 

  1. Proficiency in network infrastructure and protocols related to Unified Communications

 

  1. Participate in the set-up of testing on UAT and Production environments

 

  1. Perform Telephony Move Add and Changes to users

 

  1. Project Management in Unified Communications and Telephony (PABX) related projects ensuring timely delivery and adherence to project goals and budget

 

  1. Responsible for Asset Management and Audit, including forecasting budget and purchase of end point devices

 

(b) Telecommunications

  1. Familiar with the Singapore Telecommunications and network systems

 

  1. Coordinate with vendor(s) to handle order placement, billing and administrative matters

 

  1. Maintain master database for mobile devices inventory

 

  1. Perform telephone trunk lines and DDI inventory. Support site analysis

 

  1. Ensure devices are enrolled to Mobile Device Management Programme for security reasons
     

General

  1. Participate in the annual and ongoing budgeting for Unified Communications and telephony components

 

  1. Review workflow and processes, including Standard Work Procedures and Work Instructions

 

  1. On-call support may be required for emergency situations or critical system issues
     
  2. Perform secretariat duties

 

  1. Assist in planning of department and corporate events

 

  1. Explore and implement cost saving and environmental-friendly measures at all times

 

  1. Perform other duties as requested

 

3. JOB REQUIREMENTS

 

Education / Training / Experience

 

  1. Diploma or Bachelor Degree or equivalent experience in IT/Telecommunications/ Engineering from a recognized institution

 

  1. At least 3 - 5 years of experience (for Executive position) and at least 5 - 8 years (for Senior Executive position) as an IT network and telephony specialist working at large corporations

 

  1. At least 2 - 3 years of hands on (for Executive position) and at least 3 - 6 years (for Senior Executive position), technical experience in the implementation and migration of enterprise VoIP telephony

 

  1. Relevant experience in CISCO Telephony platform including recorders, supporting 50-seater Contact Centres, ensuring high availability at all times

 

  1. Working knowledge of Cellular devices from android to IOS units with understanding of troubleshooting

 

 

Professional License 

i. Accreditation in CISCO IP Telephony preferred

 

 

Attributes

  1. Proactive and resourceful
  2. Good communication, interpersonal and documentation skills
  3. Well organised, customer focus and reliable
  4. Ability to work effectively with business users
  5. Able to work after office hours’ maintenance windows, when required

 

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