Senior Engineer- Messaging & Collaboration (Emiratised Role)

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading bank in the UAE is seeking a Telephony and Communication Engineer to oversee and maintain the Telephony and Collaboration services. The role includes problem-solving, performance monitoring, and vendor management, ensuring secure, reliable operations across local and international branches.

Qualifications

• 5-10 years of experience in IP Telephony, Call Recording, Call Billing, IVR.
• Ability to plan, design, configure, and implement Telephony infrastructure.
• Experience with vendors like Avaya, Microsoft, Audio Codes.

Responsibilities

• Maintain availability, reliability, and integrity of Telephony and Collaboration services.
• Analyze and resolve problems, monitor performance, and implement architecture standards.
• Support development of strategies to improve availability and reliability of infrastructure.

Skills

Problem-solving

Analytical skills

Reporting

Planning

Designing

Organizational skills

Job description

• Full-time

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark in a top company, in an exciting and dynamic industry.

Job Description

Job Description:

The Telephony and Communication Engineer will be responsible for maintaining the availability, reliability, and integrity of the Telephony and Collaboration services.

Job Purpose:

This position provides solution design, implementation, administration expertise, and support for all aspects of Telephony and communication products for the local head office and international branches, ensuring efficient, stable, reliable, and secure operations of these services.

The role involves analyzing and resolving problems, monitoring and maintaining performance, implementing architecture and security standards, performance tuning, system hardening, and supporting full lifecycle management of Telephony, communication, and collaboration services.

The candidate should have a strong background in managing Telephony and communication products from vendors like Avaya, Microsoft, Audio Codes, etc.

Key skills include problem-solving, analytical skills, reporting, planning, designing, and organizational skills.

Qualifications

• 5-10 years of experience in IP Telephony, Call Recording, Call Billing, IVR, Reporting, and collaboration infrastructure.
• Ability to plan, design, configure, and implement Telephony infrastructure.
• Develop and implement configurations aligned with bank policies, including PABX, Avaya Aura system manager, session manager, communications manager, voicemail, media servers, and other telephony components.
• Server capacity planning, requirement gathering, system commissioning, and decommissioning.
• Vendor management and escalation.
• Root cause analysis and timely resolution.
• Maintain and support Telephony software and hardware infrastructure, including patching and lifecycle management.
• Collaborate with project teams to implement Telephony and communication services and support configuration of adjunct equipment like IVR applications, CMS reporting, Call Recording, SIP services, etc.
• Provide end-user support for Telephony services issues.
• Maintain updated documentation and inventory of Telephony infrastructure and components.
• Coordinate with infrastructure support, network engineering, business applications, and database teams to resolve issues promptly per SLAs.
• Support development of strategies and initiatives to improve availability and reliability of Voice & Collaboration infrastructure.
• Offer technical advice, analysis, and recommendations; build relationships with stakeholders; identify opportunities to meet business goals.
• Act as a subject matter expert in designing and reviewing server systems, applications, and components within Voice & Network environments.
• Support business and IT projects related to Voice & Collaboration.
• Ensure compliance with security policies and regulations, and handle interactions with auditors.
• Maintain an accurate inventory of all managed assets.