Contact Center Platform Manager (IVR, Voice AI & Chat AI): CLICX BANK - บริษัท แอดวานซ์ คอนแท็คเซ็นเตอร์ จำกัด
บริษัท แอดวานซ์ คอนแท็คเซ็นเตอร์ จำกัด · กรุงเทพมหานคร
- Location
- กรุงเทพมหานคร
- Salary
- 57,000 - 65,000 บาท/เดือน
- Job Type
- งานประจำ
- Work Type
- Onsite
- Education
- ปริญญาตรีหรือสูงกว่า
- Posted
- 04/09/2026
Responsibilities
- Lead and manage the Contact Center Platform team, overseeing IVR, Chatbot, and Voice AI systems.
- Define and execute the strategic roadmap for Contact Center technologies, ensuring alignment with business goals.
- Drive team performance to consistently achieve Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and service quality targets.
- Oversee end-to-end platform operations, including monitoring, incident management, and system optimization.
- Ensure high availability, scalability, and performance of all customer interaction platforms.
- Collaborate with business stakeholders to translate requirements into effective technology solutions.
- Lead initiatives for AI tuning, automation, and customer experience enhancement.
- Govern the testing strategy, encompassing User Acceptance Testing (UAT), regression testing, and performance validation.
- Analyze system performance, logs, and customer interaction data to identify improvement opportunities.
- Manage vendors and technology partners to ensure service quality and adherence to delivery standards.
- Establish best practices, standards, and governance frameworks for Contact Center platforms.
- Develop and mentor team members, fostering a high-performance and innovation-driven culture.
- Ensure compliance with banking regulations, security standards, and audit requirements.
Qualifications
- Bachelor's or Master's Degree in Computer Science, Computer Engineering, IT, AI, Data Science, or a related field
- Minimum of 7-12 years of experience in Contact Center technologies, AI platforms, or related fields
- Proven experience in managing enterprise-scale IVR, Chatbot, or Voice AI systems
- Strong background in banking, financial services, or other regulated industries
- Demonstrated experience in team leadership and performance management
- Experience in driving technology strategy and large-scale system improvements
- Strong understanding of Contact Center Architecture
- Familiarity with AI/ML concepts, NLP, and conversational design
- Experience with system monitoring, log analysis, and performance tuning
- Knowledge of cloud platforms and modern system integration
- Strong command of English (listening, speaking, reading, and writing) in a professional working environment, with the ability to communicate effectively in both business and technical contexts
- Visionary leadership with a strong ownership mindset
- Results-driven with high accountability for KPI achievement
- Strong analytical thinking and problem-solving capabilities
- Ability to work under pressure in mission-critical environments
- Excellent communication and stakeholder management skills
Benefits
- กองทุนสำรองเลี้ยงชีพ
- การฝึกอบรมและพัฒนาพนักงาน
- ค่าทำงานล่วงเวลา
- ค่ายินดีมงคลสมรส
- ทำงานสัปดาห์ละ 5 วัน
- โบนัสตามผลงาน/ผลประกอบการ
- โบนัสประจำปี
- ประกันสังคม
- ประกันสุขภาพ
- ประกันอุบัติเหตุ
About บริษัท แอดวานซ์ คอนแท็คเซ็นเตอร์ จำกัด
Advanced Contact Center Co., Ltd.
408 อาคารพหลโยธินเพลส ชั้น 21 ถนนพหลโยธิน แขวงสามเสนใน เขตพญาไท กรุงเทพฯ 10400
พิมพ์ชญา
020292561
