Collaboration Provision Engineer (Voice Engineer)

Deka Minas (Pty) Ltd; Johannesburg; On-site; ZAR 800 000 - 1 100 000; Full time

Job summary

A technology company in Johannesburg is seeking a Senior Collaboration Provisioning Engineer to design, install, and maintain enterprise voice platforms including contact centers. The role includes providing technical expertise, diagnosing problems, and leading projects while ensuring excellent user experiences. Candidates should have over 6 years of relevant experience, strong communication skills, and the ability to manage multiple activities effectively. A collaborative work ethic and a firm grasp of industry best practices are essential for success.

Qualifications

• 6+ years of experience supporting Cisco unified communication & Contact Centers.
• Understanding of SIP CUBE gateways and Cisco voice gateways.
• Excellent written and verbal communication skills.

Responsibilities

• Design, install, and maintain enterprise voice platforms.
• Lead efforts to support existing solutions and design new capabilities.
• Diagnose and resolve incidents regarding phone systems and voice networks.

Skills

Technical expertise in voice network infrastructure

Project management abilities

Problem resolution skills

Strong communication skills

Routing and Switching Skills

Tools

Cisco Call Manager

Cisco Unity

Five9

Job description

We are seeking an experienced and passionate Senior Collaboration Provisioning Engineer to join our company. The Engineer will be responsible Design, Install and Maintain all enterprise voice platforms including contact centers. The role is responsible for leading all efforts to support and maintain existing solutions while designing new capabilities that focuses on enhancing user customer experience. Candidate must have excellent technical expertise, project, and time management abilities, proven problem resolution skills while also exhibiting curiosity to incubate new ideas and solutions.

Critical Job Functions:

• Provide technical expertise in implementations of voice network infrastructure including Five9, MS Teams, Cisco Call Manager, Cisco Unity, Cisco IMP, Voice gateway, and SIP implementation/migration.
• Contribute to long term UC design strategy and roadmap, core voice architecture, establishment of engineering standards and best practice guides.
• Structuring and designing of Low-Level and High-Level design project documents.
• Drafting of project related deployment and implementation plans.
• Creating Bill of Materials to determine business requirements for a customer solution.
• Diagnose, resolve, and follow-up on incidents, problems and alarms regarding phone system, voice network systems and call center applications.
• Provide daily administration for all voice network infrastructure, including request for new phones, headsets, voice mail, auto-attendant, call flows as well as any upgrades to the system.
• Identify voice issues and risks and develop mitigation plans.
• Design, implement, support, and evaluate voice system focused tools and services.
• Evaluate and recommend new and emerging voice SIP products and technologies.
• Participate in tier 2 and tier 3 voice operations support.
• Maintain 24x7x365 coverage and support for voice.
• Define, plan, and coordinate UC projects.

Job Requirements:

• Cisco Unified Communications Manager/Call Manager
• Cisco Unity/Unity Connection
• Cisco Unified Communications SME
• Gateway: H323 / SIP / MGCP and PRI/T1
• Solid Routing and Switching Skills

6+ years of experience supporting Cisco unified communication & Contact Centers.

Experience Managing and a deep understanding of SIP CUBE gateways, Cisco SIP Phones, Cisco voice gateways, PRI circuits, analog gateways and UCCX scripting.

Experience with Express/Enterprise Contact Center solutions.

Good understanding of network principles.

Enthusiastic learner with the ability to teach and mentor teammates and cross functional partners.

Excellent communication skills, both written and verbal, with a keen attention to detail.

Detail oriented, open, and collaborative work ethic with a well-developed sense of ownership and responsibility.

Tenacious perseverance in investigating problems and processes.

Firm believer in established methodologies and best practices.

Strong attention to detail and follow-up skills.

Demonstrated customer service skills.

Ability to establish priorities and manage multiple activities to meet deadlines.

Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with carriers, management, various departments, and customers.

8+ years of IT Experience preferred.

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