Omnichannel Telephony Engineer – IT Support

MANCOSA; KwaZulu-Natal; On-site; ZAR 420,000 - 640,000; Full time

Job summary

MANCOSA, a DHET-registered private higher education provider, seeks a Telephony & Omnichannel Support Engineer to maintain voice services and digital channels for students and stakeholders. The role covers IVR, queues, chat, WhatsApp and CRM-linked interactions in a busy IT environment.

Key requirements include at least 3 years in telephony or omnichannel support, experience with ITSM, and a Diploma or Bachelor's in IT/Computing or Telecommunications.

Qualifications

• Diploma or bachelor’s degree in Information Technology, Information Systems, Computer Science, Telecommunications or a related field.
• Minimum of 3 years’ experience in telephony support, IT technical support or omnichannel platform support.
• Experience with ITSM tools, incident logging and vendor escalation processes.

Responsibilities

• Provide technical support and maintenance for telephony and omnichannel platforms.
• Log, investigate and resolve incidents and service requests per SLAs.
• Coordinate with vendors and internal teams on integrations and changes.
• Monitor platform performance and ensure secure, reliable operations.

Skills

Telephony knowledge

VoIP

Omnichannel support

Incident management

System integration

Education

Diploma or Bachelor’s in IT/Computing/Telecommunications

Tools

IP telephony

CRM systems

Job description

MANCOSA, a DHET-registered private higher education provider, seeks a Telephony & Omnichannel Support Engineer to maintain voice services and digital channels for students and stakeholders. The role covers IVR, queues, chat, WhatsApp and CRM-linked interactions in a busy IT environment.

Key requirements include at least 3 years in telephony or omnichannel support, experience with ITSM, and a Diploma or Bachelor's in IT/Computing or Telecommunications.