Company Description
Galaxy Connect is a All-in-one Customer Touch Point powered by AI with optimal OTO (Online Tele - Offline) model for the best customer experience
Role Description
This is a full-time on-site role for a Technology Manager for the Contact Center at Galaxy Connect in Ho Chi Minh City, Vietnam. The Technology Manager will be responsible for overseeing the technology aspects of the Contact Center, including software development, project management, team leadership, and utilizing analytical skills in information technology.
- Building a CRM system integrated with the call center system to efficiently manage customer information, optimize customer service processes, and enhance service experiences, enabling businesses to manage, store, and interact with customers via phone in an automated and effective manner, thereby increasing customer satisfaction and improving revenue.
- Design, implement, and manage call center systems (PBX, VoIP) from major providers such as Cisco, Avaya, Genesys, etc.
- Integrate call center systems with CRM solutions like Salesforce, Zoho CRM, Microsoft Dynamics, and others.
- Monitor and evaluate system performance, recommending improvements and upgrades when necessary.
- Plan, manage budgets, and track the progress of projects related to call center and CRM systems.
- Oversee and ensure the stability and security of the call center systems and CRM solutions.
Qualifications
- Analytical Skills and Information Technology proficiency
- Experience in Project Management and Team Leadership
- Software Development expertise
- Strong problem-solving abilities and strategic thinking
- Bachelor's degree in Computer Science, Information Technology, or related field
- Excellent communication and interpersonal skills
- Previous experience in the digital or technology industry
