BRAC Bank Limited, pioneer in SME Banking, delivers a full array of banking services to individuals as well as business entities. Our financial results along with the best credit rating and multiple best financial report awards speak of our aspiration, transparency and teamwork towards the objectives of becoming the best bank in the country. While we thrive in present, we invest simultaneously for future – upgraded core banking system in Finacle 10, first local bank to roll out Oracle ERP, process alignment with best practices and many more. However, this feat of providing a comprehensive range of solutions to its millions of customers would not be possible without our diversified business model and unmatched network of 187 Branches, 373 ATMs, 456 SME Unit Offices, 11 Regional Operations Office, 369 Agent Banking outlets and 224 remittance delivery points.

To support its continuous business growth, BRAC Bank is currently looking for ambitious, smart, goal-oriented, enthusiastic individual for Technology Division:

Associate Manager, Call Center Systems

KEY RESPONSIBILITIES

• Agent Desktop Installation and Troubleshooting;
  
• Proactive handling of Genesys Agent Desktop for Inbound/Outbound Call, email and Chat flow;
  
• Monitoring and troubleshooting Media Gateway link and SIP Trunk and ensuring smooth services;
  
• Deploy new prompt at IVR as per business requirements;
  
• Creating extension and configuring Agent ID in the system and assigning to sip switch as well as configure at the client end;
  
• Deploy patches as per vendor requirements due to system update;
  
• Voice logger system configuration for user, Codec installation, extension mapping and IP mapping and user creation for call monitoring;
  
• Ensure server hardware and system uptime;
  
• Reporting applications installation/troubleshooting;
  
• Providing logs to vendor and application team as per requirement;
  
• Develop and maintain documentation for Business Continuity and Disaster Recovery;
  
• Design and participate in Disaster Recovery exercises for Contact Center communications systems;
  
• Must have the basic knowledge of Genesys Product Suite v8.x: Framework, eServices, Routing, CCPulse, Interactive Insights/InfoMart, WFM;
  
• Working with Asterisk, Elastix, Free PBX, Goautodail or any other local call center solution will get extra advantage.

KEY QUALIFICATIONS

• Bachelor’s or Master’s degree in Computer Science & Engineering/EEE /Telecommunication/ IT Graduation from reputed universities with satisfactory academic track record;
  
• Minimum 4 years of experience in Technology and Functional Knowledge on Call Center application/IP Telephony solution;
  
• Basic knowledge of Genesys Product Suite v8.x: Framework, eServices, Routing, CCPulse, Interactive Insights/InfoMart, WFM;
  
• Working in Banking Call Center solution will be added advantage;
  
• Working with Asterisk, Elastix, Free PBX, Goautodail or any other local call center solution will get extra advantage;
  
• Willing to provide support 24/7 on requirement basis;
  
• Excellent interpersonal skill and strong communication skills (both oral and written).

FEMALE CANDIDATES ARE HIGHLY ENCOURAGED TO APPLY

Only short-listed candidates will be invited for the interview as per recruitment process.

BRAC Bank reserves the right to accept or reject any application without assigning any reason whatsoever.

If you are interested to take this challenge, please 'Apply Online' to send your Résumé with a recent passport size photograph along with NID number (mandatory).

BRAC Bank does not charge any fee at any stage of the recruitment process.

Please note that BRAC Bank is an equal employment organization. Any form of persuasion will disqualify the candidature.

Application Deadline: October 31, 2020