Operation Strategy Development Manager
AIS - Advanced Info Services Plc.Bangkok, Thailand
Posted September 3, 2025
Full Time
About the Company
Advanced Info Service Public Company Limited (AIS) is the 5G Digital Service Provider with the most spectra to provide service, totalling 1420MHz . The company has the most subscribers in Thailand, counting over 45.7 million in September 2022. AIS is ready to power Thailand with 5G technology which currently covers 77 provinces through 3 core businesses: mobile phones, high-speed home broadband through AIS Fibre, and Digital Services in 5 aspects of video, the Cloud, digital payments, the Internet of Things (IoT) and services provided jointly with partners. The company is also expanding into AIS eSports and AIS Insurance Service. All of this is to proceed with the vision of becoming a Cognitive Tech-Co, to support a robust digital infrastructure for the country, boost the industrial sector’s competitive potential and upgrade quality of life for all Thais.
Job Description
We are looking for a Contact Center Voice Technology Specialist to improve efficiency, reduce agent workload, and increase sales through self-service channels. The ideal candidate will have expertise in voice technology and be able to recommend solutions for voice dynamic interactive design (IVR/Telephony/Routing) in compliance with Cloud Telephony platform.
Requirements
- Work closely with business users to recommend solutions for voice dynamic interactive design (IVR/Telephony/Routing) in compliance with Cloud Telephony platform.
- Initiate actionable insights of new products or services to enhance contact center operations efficiency, reduce inquiry calls to agents, migrate calls to self-service channels & improve sales.
- Act as a trusted advisor to comprehend business needs of internal customers & expand Voice technology as a service for operations or process transformation.
- Be the subject matter expert to share knowledge and experiences in terms of success story, value drivers & success metrics for business growth.
- Represent 1st tier to troubleshoot and as an escalation point for incidents or issues, identify root causes & report problem solved.
- Drive continuous improvement, comprehend customer technology trend, understand as-is process, define to-be solutions, develop KPI trackers and performance analysis reports.
- Communicate conceptual and detailed solutions to IT & SCRUM room to ensure design for testability and impact analysis assessment for project priority alignment.
- Execute live customer testing, post-production monitoring & performance tuning escalation.