CSシステム企画担当（コールシステム） at PayPay

PayPay, a FinTech company with over 67 million users in approximately 6 years since its service launch in 2018, comprises a diverse team from around 50 countries and regions. They are seeking a professional to join them in promoting cashless payments and financial life platforms in Japan.

The CS System Planning Department at PayPay is responsible for enhancing customer support through system improvements. The team focuses on standardizing customer support processes and maximizing the potential of the call system to improve customer experience. They are looking for a professional with strong planning and technical skills to design and develop systems using the latest technologies.

Role Involves:

• Planning and implementing telecommunications systems for PayPay customer support call centers.
• Designing IVR and implementing applications using cloud-based telecommunications systems.
• Integrating CRM (Salesforce) and other systems used in CS operations.
• Maintaining and troubleshooting telecommunications systems.
• Implementing telecommunications systems for new center launches.

Requirements:

• Experience implementing telecommunications systems (e.g., Amazon Connect, Genesys Cloud, BrightPattern, Avaya) in contact center operations.
• Experience maintaining and operating telecommunications systems in contact center operations.
• Experience planning and executing operational improvements in contact center operations.

What Role Offers:

• A wide range of involvement with systems supporting customer support.
• Opportunity to be involved in all stages from upstream (planning and design) to downstream (operation and maintenance).
• Exposure to new technologies and mechanisms in building a customer support platform using AI.
• Learning opportunities from colleagues with various roles such as call system engineers, data analysts, and project managers.