Job Details
Speech & Text Analytics DevOps (Contact Centre Analytics)
- Full Time
- May 11, 2022
Why Should You Apply For The Job
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The role is responsible for the development of analytical solution for Digital Contact Centre primarily in Speech and Text analytics. The role will be involved in the development or configuration of Speech & Text Analytics platform such as Verint software. Furthermore, the role is required to support testing, perform deployment and support post implementation.
Job Description
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- Responsible for supporting the system lifecycle & roadmap for the Speech and Text Analytics platform for Digital Contact Centre
- Responsible for identifying opportunities, trends, initiatives and tactics by analysing calls and chat conversations, presenting trends to the business, and driving effective strategies, working alongside the Digital Contact Center Product Owner and CC Customer Operations teams.
- Improve existing queries to ensure calls and chat conversations are properly categorized by the speech and text analytics software. Learn the scripting language as well as writing the scripts to capture potential call issues as well as minimize false positives
- Develop predictive analytics to forecast the customers intents – providing the contact center and chatbot a greater insight into what’s coming down the pipeline for quicker and accurate action and in turn increasing user experience and reducing average handling time
- Drive adoption of Agile Scrum and DevOps framework and CI/CD model into delivering all the required components
- Has good quality control of development and deployment – good coding policies and frameworks, release management discipline and reusability
- Collaborate with other L3 teams in downstream and upstream platforms for integration works
- Identify and drive improvement e.g pro-active monitoring of System Health of the application
- Review and resolve any operational system bottlenecks
- Provide support and maintenance of the platform to ensure availability and performance of developed reports, dashboards and insights and improve the data integrity and reporting accuracy
Requirements
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- Bachelor’s Degree in Business, IT, Computer Science, Database Management related
- Fresh graduate is encouraged to apply.
- 2 to 4 years of working experience and at least 2 years in Speech / Text Analytics / BI reporting / dashboard developer/ designer role or other relevant experience
- Experienced in system process flow, SDLC, design + documentation, Agile-Scrum delivery methodologies
- Highly developed analytical skills to extract information from data and translate it to business language and financial impacts
- Experience with interpreting data, identifying trends and seeking out root causes for solutions.
- Strong knowledge in dashboard creation using BI tools
- Strong understanding of database platforms and architecture including exposure in data management and data manipulation to support analytical initiatives
- Strong acumen in DevOps automation programming languages/scripting
- Have knowledge on security implementation in DevOps CI/CD pipeline
- Background in Contact Centre for Telco will be an added advantage
- Technical skills in Verint Software will be an added advantage
- Team player, innovative, outside of box thinking
- Excellent communication and interpersonal skills
About The Company
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About TalentTag Recruitment
TalentTag Recruitment is an IT specialist recruitment division of Agensi Pekerjaan ELS Sdn Bhd (808430-P and JTKSM 076A) (“ELS”). ELS is an award-winning recruitment firm with more than a decade of proven track record in recruitment. In 2019, ELS took home the Gold Prize for “The Best Executive Search Firm of HR Vendors of the Year Awards 2019”.
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