Senior Infrastructure Engineer (Contact Center Solution)

Location: MS Siam Tower Rama3

Job Descriptions:

• Manage, install, administer, maintain, and continuously improve IT infrastructure systems, including servers, networks, storage systems, and virtualization platforms, to ensure stability, security, and service availability in accordance with established SLAs.

• Maintain infrastructure supporting Call Center / Contact Center operations, including VoIP, SIP Trunk, PBX, and Quality of Service (QoS), as well as monitor and resolve voice quality and connectivity issues.

• Maintain and enhance IT security controls, including firewalls, VPNs, Active Directory, endpoint protection, and access control systems, ensuring compliance with organizational policies and standards.

• Support compliance with ISO/IEC 27001:2022 requirements related to IT infrastructure, including risk assessments, evidence management, access control management, and remediation of audit findings.

• Analyze and troubleshoot complex technical issues, conduct root cause analysis, implement preventive measures to avoid recurring incidents, and manage incidents and problems according to established processes.

• Coordinate with central IT teams, service providers, and vendors to implement system changes, resolve issues, and ensure organizational standards are consistently applied.

• Provide technical consultation, prepare system documentation and operational procedures, and transfer knowledge to relevant teams.

• Communicate system status, business impacts, and resolution plans clearly to users, Call Center teams, and management.

Job Qualifications:

• Bachelor's degree in Computer Engineering, Information Technology, Computer Science, or a related field.

• Minimum 5 years of experience in IT Infrastructure, System Administration, or Network Engineering.

• Strong knowledge and hands-on experience with Windows/Linux servers, networking technologies (routing and switching), and firewalls.

• Knowledge of or experience with virtualization, storage systems, backup and recovery solutions, and monitoring tools.

• Understanding of IT security principles, access management practices, and ISO/IEC 27001:2022 standards.

• Strong analytical and problem-solving skills, with the ability to identify root causes and implement preventive solutions.

• Effective communication, coordination, and technical knowledge transfer skills for both end users and cross-functional teams.

• Ability to prioritize tasks and manage incidents within SLA commitments and time constraints.

• Strong teamwork and collaboration skills.

• Good command of English, both written and spoken.

• Experience supporting Call Center / Contact Center technologies such as VoIP, SIP Trunk, PBX, or QoS.

• Experience with High Availability (HA), Disaster Recovery (DR), and Business Continuity Planning (BCP).

• Experience supporting ISO/IEC 27001 audits or implementing IT security frameworks and compliance programs.

• Relevant professional certifications such as CCNA, Microsoft, Linux, VMware, or IT Security certifications.