Engineer - Support.MTN Converged Solutions

MTN; Roodepoort; On-site; ZAR 420,000 - 600,000; Full time

Job summary

A leading company in telecommunications is seeking a Support Engineer for their Contact Centre solutions located in Gauteng, Roodepoort. The role involves designing and implementing innovative and scalable solutions, ensuring alignment with digital transformation strategies, and providing client support. The ideal candidate will have strong technical skills in ICT and contact centre technologies, such as Genesys Cloud CX.

Qualifications

• Minimum 3 years in ICT or contact centre technologies, including Genesys Cloud CX.
• Experience with contact centre technologies and CRM integrations.
• Familiarity with ITIL processes.

Responsibilities

• Design and implement contact centre solutions.
• Manage incidents and tasks efficiently.
• Build relationships with clients and address their needs.

Skills

ICT knowledge

Genesys Cloud CX

CRM Integrations

API Workflows

ITIL Processes

Problem Solving

Education

3 years in ICT or contact centre technologies

Tools

ServiceNow

Job description

Job title : Engineer - Support.MTN Converged Solutions

Job Location : Gauteng, Roodepoort Deadline : July 10, 2025

Job Description

The Support Engineer: Contact Centre reports to the Senior Manager: Contact Centre.

Your responsibilities :

• Design, architect, and guide the implementation of scalable, secure, and innovative contact centre solutions across MTN Opcos and Customers.
• Collaborate with internal and external stakeholders and vendors to design, build, and implement call centre solutions.
• Ensure alignment with MTN’s digital transformation strategy, enabling AI adoption, omnichannel engagement, and operational excellence.
• Guarantee seamless integration with enterprise systems, optimal performance, and alignment with business objectives.
• Focus on enabling Cloud Contact Centre solutions.

Responsibilities

How you will be measured (Core responsibilities / output / KPAs)

The Solution Engineer: Contact Centres will be accountable for achieving the following objectives:

• Assist clients and staff with installations during and after hours, on-site if required.
• Manage incidents and tasks effectively, updating, logging, or escalating incidents and faults in Remedy and other systems as needed.
• Handle problem situations and project work efficiently, managing time according to deadlines and incident severity.
• Provide post-sales support and maintenance of client networks if required.
• Translate customer business requirements into technical solutions.
• Resolve escalated complex problems or escalate to higher support levels if necessary.
• Maintain high quality standards during incident resolution and customer implementations.
• Update and create client documentation post-implementation.
• Execute projects according to schedules.
• Perform technical vetting of customer designs.

Customer Relations

• Build and maintain strong relationships with clients to aid retention and identify upsell opportunities.
• Deploy MTN Contact Centre products effectively, ensuring timely delivery, adherence to policies and SLAs, and customer satisfaction.
• Regularly update clients on escalated calls.
• Understand customer needs and contribute to solution development and refinement.
• Drive continuous service improvement initiatives.
• Address all customer queries promptly within SLA commitments.
• Proactively prevent future problems.
• Meet client specifications and ensure satisfaction with the final service.
• Advise on best practices for optimal results.
• Manage and improve customer experience performance, implementing corrective measures as needed.
• Establish feedback mechanisms to adapt services to changing demands.
• Analyze operational data to identify trends and recommend service adjustments.
• Gather client insights for service enhancements.

How you will be measured (Core responsibilities / output / KPAs)

The Solution Engineer: Contact Centres will be accountable for achieving the following objectives:

Supervisory / Leadership / Managerial Complexity

• Mentor and support team members, assisting with coaching and problem-solving.
• Communicate effectively to prevent conflicts.
• Develop supportive relationships and foster team spirit.
• Maintain a customer-centric approach.
• Stay updated on technological developments to meet customer needs.
• Apply industry best practices.
• Share knowledge on complex customer solutions and products.

Creativities (improvement / innovation)

• Follow structured procedures for diagnosing and solving problems.
• Suggest productivity and resource utilization improvements.
• Build sound stakeholder relationships.
• Recommend cost-saving activities.
• Assess situations and determine optimal methods to achieve outcomes.
• Keep abreast of technological advancements.
• Apply best practices to meet client needs.

Independent thought and Judgment

• Resolve faults methodically.
• Escalate issues appropriately.
• Disseminate and report information effectively.
• Implement operational plans.
• Resolve queries within SLA and policy parameters.
• Enhance processes and procedures continually.

Qualifications

Education

• Minimum 3 years in ICT or contact centre technologies, including Genesys Cloud CX.

Experience

• Experience with contact centre technologies, especially Genesys Cloud CX.
• Experience with CRM integrations and API workflows.
• Familiarity with ITIL processes and tools like ServiceNow.
• Telecommunications industry experience.
• Ability to work across diverse cultures and geographies.
• Proven track record of managing multiple tasks and demands effectively.