Job Description

Our client based in Century City is looking for a Voice & Technical Engineer who will be reporting to the Voice & Tech Operations Manager

Technical Skills:

  • Good fault-finding skills from End User Compute to Server and including Telephony PBX platforms
  • Strong understanding of SIP & VOIP configuration and connectivity – Minimum of 5 years’ solid experience
  • Strong knowledge/understanding of call flows, announcements (AWS Polly), dial plans, skills and routing
  • Prior AWS Connect & EC2 experience an advantage
  • Escalate and chase known issues internally, following internal Incident Processes
  • Liaising with 3rd parties including service providers
  • Maintaining JIRA ticket queues – Updating and escalating as required
  • JavaScript, PowerShell and SQL knowledge beneficial
  • Understanding of Contact Centre reporting and Wallboards

Responsibilities:

  • Perform daily checks across all platforms using monitoring solutions and escalate issues
  • To develop, support and configure the Omni channel product/solutions
  • Identify any risks and/or concerns with regards to the application layer
  • Active involvement in BCP/DR testing, including reporting
  • Liaising with staff globally and forming strong working relationships
  • Gather business requirements when on/off-boarding and/or change requests
  • Document newly learned processes to build Internal knowledge base
  • Perform technical and analytical documentation of current voice systems
  • Recommend future upgrades and expansion opportunities

Attributes:

  • 24/7 environment operating in a shift pattern
  • Be able to manage competing priorities and remain customer focused
  • Remain calm in stressful situations and focused on the job at hand
  • Interact with end users to provide daily support for voice and Windows server infrastructure
  • On occasion be willing to work additional hours due to incident/outage
  • Self-motivated to learn new technologies
  • ITIL Service Management experience

Key Performance Indicators:

  • Resolve fault/request logged on ticket system in a timely fashion
  • Update fault/request logged on ticket system with comments in a timely fashion
  • Ensure end to end task resolution including user/system testing
  • Ensure effective troubleshooting
  • Documented knowledge gathering
Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201749 subject heading or email body.

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.

We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Should you require any additional information give us a call on 021 012 5566.
Job Type
Full-Time Regular

Location
Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
0.00 ZAR