Telephony & Omnichannel Support Engineer

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

Telephony & Omnichannel Support Engineer

Listing reference: manco_000965

Listing status: Online

Apply by: 22 November 2026

Position summary

Job category: IT and Telecommunications

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

MANCOSA, a DHET-registered and CHE-accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available.

Telephony & Omnichannel Support Engineer

CORE PURPOSE

MANCOSA is seeking a Telephony & Omnichannel Support Engineer who will be responsible for the technical support, troubleshooting, maintenance and optimisation of MANCOSA’s telephony and omnichannel communication platforms. The role ensures the availability, reliability and effective operation of voice services and integrated digital communication channels, including WhatsApp, email, web chat and CRM-enabled customer interactions. The incumbent will investigate and resolve incidents, manage service requests, monitor platform performance, coordinate with vendors and support system integrations to ensure seamless communication, minimise service disruptions and enhance the student and stakeholder experience.

CORE FUNCTIONS

1. Telephony Systems Support and Maintenance
Provide technical support and maintenance for telephony platforms, including IP telephony, VoIP, SIP connectivity, call routing, extensions, queues, IVR and contact centre functionality. Investigate and resolve call quality issues, dropped calls, connectivity failures and other telephony-related incidents.

2. Omnichannel Platform Support
Provide troubleshooting and technical support across integrated communication channels, including voice, WhatsApp, email, web chat and other digital engagement platforms. Investigate issues affecting message delivery, channel availability, conversation routing, agent functionality and the continuity of customer interactions.

3. Incident Management and Troubleshooting
Log, investigate, diagnose and resolve telephony and omnichannel incidents and service requests in accordance with established IT service management procedures and SLAs. Perform root-cause analysis, elevate complex issues and maintain accurate incident records, resolution notes and supporting evidence.

4. System Integration and Configuration Support
Support the configuration and troubleshooting of integrations between telephony platforms, CRM systems and other enterprise applications. Investigate data synchronisation failures, call logging issues, screen-pop functionality, conversation history discrepancies and integration errors in collaboration with relevant technical teams and vendors.

5. Monitoring, Performance and Service Availability
Monitor platform availability, call quality, queue performance and channel functionality to identify potential service disruptions. Perform routine health checks, investigate recurring performance issues and recommend corrective actions to improve reliability and service continuity.

6. User Support and Technical Assistance
Provide technical assistance to internal users, student services teams and other authorised users experiencing telephony or omnichannel issues. Assist with user access, extensions, device configuration, softphone functionality, headset connectivity, platform navigation and communication workflow queries.

7. Vendor and Service Provider Management
Liaise with telephony providers, omnichannel platform vendors and technical support partners to resolve incidents, investigate service degradation and coordinate maintenance activities. Track escalated incidents, monitor vendor responses against agreed SLAs and maintain records of recurring issues and service performance.

8. Change, Release and Configuration Management
Support approved configuration changes, platform upgrades, routing updates and system enhancements in accordance with IT change management procedures. Conduct appropriate validation and testing following changes, maintain configuration documentation, and ensure that changes are implemented with minimal disruption to business operations.

9. Reporting and Documentation
Maintain accurate technical documentation, troubleshooting guides, configuration records, incident logs and knowledge base articles. Prepare operational reports on incident volumes, recurring issues, resolution times, channel availability and service performance to support trend analysis and continuous improvement.

10. Security, Compliance and Continuous Improvement
Apply appropriate access controls and security practices when supporting communication platforms and handling customer information. Support compliance with POPIA and internal IT policies, identify operational risks and recommend improvements to platform configuration, integration reliability, support procedures and user experience.

SKILLS AND COMPETENCIES

Technical Troubleshooting: Strong diagnostic and problem-solving skills across telephony, VoIP, contact centre and digital communication platforms.

Telephony Knowledge: Understanding of IP telephony, SIP, call routing, IVR, extensions, call queues and contact centre technologies.

Omnichannel Support: Ability to troubleshoot communication workflows across voice and digital channels, including WhatsApp, email, web chat and CRM-linked interactions.

Integration Awareness: Understanding of APIs, webhooks, system interfaces, data flows and common integration failure scenarios.

IT Service Management: Knowledge of incident management, service requests, problem management, change control and SLA monitoring.

Analytical Thinking: Ability to identify recurring issues, conduct root-cause analysis and recommend corrective actions.

Customer Service: Strong service orientation and the ability to support users professionally, particularly where communication disruptions affect student services.

Communication: Effective verbal and written communication skills, including the ability to explain technical issues to non-technical stakeholders.

Documentation and Reporting: Ability to maintain technical records, incident reports, support procedures and knowledge articles.

Collaboration: Ability to work effectively with IT teams, business users, vendors and external service providers.

Organisation and Prioritisation: Ability to manage multiple incidents, prioritise according to business impact and meet agreed service targets.

Security Awareness: Understanding of access management, information security and the protection of personal information.

Additional Requirements

Minimum of 3 years’ relevant experience in telephony support, IT technical support, unified communications, contact centre technology or omnichannel platform support.

Demonstrable experience troubleshooting telephony, VoIP, call routing, contact centre or digital communication platforms.

Experience supporting CRM-integrated communication solutions and investigating system integration issues would be advantageous.

Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN/WAN connectivity and basic firewall concepts.

Experience with ITSM tools, incident logging, SLA monitoring and vendor escalation processes.

Ability to investigate technical issues independently, manage competing priorities and communicate effectively with users and service providers.

Willingness to participate in scheduled maintenance, after-hours support or an on-call roster where required by operational needs.

Diploma or bachelor’s degree in Information Technology, Information Systems, Computer Science, Telecommunications or a related field.

Relevant industry certifications in networking, telephony, unified communications or IT service management would be advantageous.

Certifications in ITIL, networking technologies, VoIP or relevant telephony and contact centre platforms would be beneficial.