My Job Is to Talk — With Customers and Machines
- 広報
- Mar 30, 2023
- 4 min read
Updated: Jan 15
Infrastructure Solution Department (K.I)
Please tell us about your work.
I am currently stationed on-site at a major energy company, where I am involved in a long-term project overseeing the entire lifecycle of their call center system and related infrastructure. This includes requirements definition, design, construction, operation, and system updates. It is a high-stakes role with a constant sense of responsibility, as we are managing mission-critical infrastructure that must never go down.
Can you describe your specific responsibilities?
My work covers a wide range of tasks, from physical operations such as expanding floor space, adding new phones, and installing or removing equipment, to updating hardware like servers and switches. I also manage the implementation of related systems and software, including security and system monitoring tools. On a larger scale, I contribute to full upgrades of the entire call center infrastructure. Depending on the project, my role can range from hands-on technician work to taking on responsibilities at the Project Lead level.
What kind of work have you been involved in until now?
Before joining THT, I gained experience in a variety of roles, including working as a field engineer maintaining equipment at client sites, as well as position in sales, systems engineering, general affairs, and accounting. At one point, while working as an engineer on a service development project, I realized that I was more comfortable working with machines than with people, which led me to join THT in 2016.
How did you feel after joining THT?
When I joined THT, I was truly inspired by something CEO Suzuki said: "A call center contains all the essential elements of IT." That idea really resonated with me. At the time, the company had only about 10 employees, which made it easy to see how the organization operated as a whole. Employee opinions were quickly reflected in decisions, and I had the opportunity to gain experience in a wide variety of areas.
THT brings together experts in fields such as telephony, networking, and operations, creating an environment where it's easy to ask questions and seek advice. It's also reassuring to have access to online learning tools that allow you to study whatever you want, whenever you want.
How do you approach your work going forward?
Currently, in addition to my role as an engineer, I focus on proposing mid- to long-term risk mitigation and improvement strategies for specific clients. Having developed strong skills in "communicating with machines," my next challenge is to enhance my communication with clients, especially when it comes to clearly explaining and presenting my proposals. This is an area I am actively studying and working to improve.
What do you mean by researching methods of expression?
Specifically, I'm studying how to accurately convey my thoughts, understanding, and intentions, making sure there are no discrepancies in definitions or interpretations through written materials and documentation. As I've progressed in my career, I've noticed that people are less likely to point out areas for improvement, so I make a conscious effort to stay self-aware and regularly seek feedback from my supervisors and colleagues.
In addition to written communication, I also review recordings of discussions and meetings to reflect on my own speech and communication style, identifying areas where I can improve.
Are there any particular points you pay attention to in your work?
Since I work on-site staff as part of the client's team, I make it a priority to maintain open communication and build friendly, collaborative relationships while carrying out my tasks.
Because I represent the client company when interacting with their customers and business partners (such as vendors), there are times when I need to handle complex and high-difficulty coordination tasks.
I also often act as a liaison between various stakeholders, so I operate with the mindset that "the longer I hold onto a task, the greater the delay." I consciously aim to keep my response time as close to zero as possible.
While I make sure to have my own opinions, I avoid being overly attached to them. I try to stay open to new ideas and perspectives, always respecting others' input to foster a cooperation and ensure smooth workflow.
Finally, please share a message for those reading this!
Our mission is to create new business value through cloud services and digital technologies. To achieve this, it is essential to continually strengthen our ability to generate ideas, communicate clearly, and express ourselves effectively. Staying current with the latest technologies and actively exploring new business opportunities are equally important.
Mastering technology and understanding industry trends are crucial for solving client challenges, but just as vital is the ability to convey those ideas smoothly and build trust through strong communication and presentation skills.
If this sounds daunting, don't worry. When I joined THT, I had zero experience in call centers or phone-related work. I have learned everything through hands-on experience at THT. THT is a place where anyone can grow, regardless of their starting point.
Mr. I' s dedication to continuous learning was truly inspiring.
Thank you very much!
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