Unified Communications & Contact Center Engineer

Key Roles and Responsibilities:Interact with clients on site to meet complex requirements of a solution.Escalate unresolved problems and issues to the relevant third parties.Respond to escalated client requests and support client applications to a first line resolution.Escalate complex problems to the relevant third parties.Write reports and proposals and complete and maintain project documentation.Assist with the documentation of standard operating procedures relating to installations and fixes.Act as coach and mentor to more junior Implementation Engineers and Technicians.Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets.May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.Included in higher complexity design work, with input to the design expected.Expected to take ownership of relevant technologies according to domain or specialization.Knowledge, Skills and Attributes:Good understanding and appreciation of technical design and business principlesDemonstrates project management and administration abilityGood project skills which are demonstrated in the execution of installations and other assignmentsDemonstrate customer engagement skillsDemonstrate relevant domain specialist knowledgeGood verbal communication skillsClient focused and display a proactive approach to solving problemsAbility to work under pressureAbility to coach, mentor and provide guidance to team membersGood understanding of project management principlesAcademic Qualifications and Certifications:Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalentProject management certificationRequired Experience:Solid work experience in a technical implementation engineering or similar roleExperience engaging with clients and conducting presentationsGood project administration and documentation experienceReport writing experienceBasic project managementWhat will make you a good fit for the role?Standard career level descriptor for job level: Have wide-ranging experience Uses professional concepts and company objectives to solve complex issues in creative ways Networks with others outside own area of expertise Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results May coordinate others activities Abailty to Typically requires significant related experience with a Bachelors or equivalent degree Able to drive and lead a IPT or CX project to the expected outcome. Knowledge on Avaya Call Manager is preferred. Knowledge on WebEx CC & CCE is preferred. Knowledge on Cisco Collaboration (CUCM, CUC, IM/P, Voice Gateway, CUBE, Expressway, CMS) is required. CCNP (Collaboration) or higher is a requirement. Knowledge on Cisco UCCX, PCCE & UCCE (infra Built) is required. Knowledge on Session Border Controller is required. Knowledge on Genesys Cloud is required Knowledge on Genesys Engage (Infra Built) is preferred. Knowledge on Azure or AWS Cloud is required. Implementation of the above technologies. Willing to learn and pickup new skills, including non-technical skills. Able to prepare Low Level Design, UAT Plan & As Built for Submission.
Johannesburg, GT, ZA