Summary
Date Posted: Friday, June 05, 2020 , Base Salary: Not Disclosed

JOB DETAILS:
Product Specialist – IT/ICT .

Responsibilities
• Proactively identify and resolve the issue of the IT/ICT ecosystem with minimal supervision.
• Communicate with the GM Sales & Product Support and create technical solutions to help them to achieve the business/client requirements. Ability to integrate different emerging technologies to provide holistic solutions
• Managing of entire voice technology function in regional markets for Specialised Systems and its group companies spanning across multiple locations. That includes all outbound voice, inbound voice and blended client programs for clients.
• Manage client programs on contact center systems with Omni channel around SMS, Web Chat and Email management systems.
• End-to-end design development of campaigns on these technology systems which are deployed across different global locations of the company and also on cloud contact center systems that would include design of IVR systems, skill based routing, campaign design for Outbound, Inbound and blended models.
• Plan, document and lead all critical projects and assignments taken up regionally by the team / group companies.
• Manage all SLA’s and escalations from internal customers and client ends, around contact center technology systems and functions.
• Thorough planning, coordination of system upgrades and other maintenance activities. Coordinate with external provider and vendors and lead the discussions and projects. Support team to get involved and take similar responsibility.
• Design BCP solutions around voice systems.
• Review of tickets created in the ICT domain to ensure process being adhered to and service quality being assured
• Lead discussion with project management and solutions teams to implement new design of programs, provide technical solutions as needed.
• Maintain documentation and change management records.
• Hands-on experience on Administration of Grandstream UCM solutions.
• Maintenance and troubleshooting of VOIP issues, hands on experience in call tracing, analysing basic logs, trunk issues, voice quality issues, QOS testing. Etc.
• Develop preventative maintenance programs, disaster recovery plans and redundancy plans. Maintain and test these plans regularly for key accounts.
• Capable to implement complex call flow designs and routing.
• Responsible for performing advanced support and routing complex trouble shooting activities, working independently under minimal supervision.
• Should be very well versed with incident/Change management skills.
• Should have experience in working with service provider for PRI/SIP trunk implementation and trouble shooting.
• Basic knowledge in Networking and other Office automation businesses will be an added advantage
• Create and adhere to the design, programming and application standards. Including compliance with all statutory, company and departmental policies and procedures.
• Ownership of issues through to resolution

Job Skills: Not Specified

Qualifications
CANDIDATES WITH TELECOM EXPERIENCE ONLY MUST APPLY:
• At least 4 years of experience with Grandstream, Cisco and Cloud call centre solution.
• Experience with DID, TFN, SIP, IVR, creation of call ring group, call flow development, call recording and voice mail management, International call forwarding, Video conferencing set up , etc.
• Provide architectural design, installation, maintenance, and support for Unified communication products like Grandstream, NEC , Avaya, Cisco, CORAL IP PBX, etc.
• Experience with VoIP call centre solutions and Video conferencing setups .
• Expert level experience with SIP trunk management, ISDN E1 connections.
• Strong hands-on knowledge of call recording platform of Grandstream UCM and other generic and specific hardware. Knowledge of basic troubleshooting of middleware like Midas, Tiger for HMS solutions.
• Experience with IP phones provided by different OEM vendors.
• Energetic and Ready to provide 24/7 onsite/remote support.

Job Education Requirements: Not Specified

Job Experience Requirements: At least 4 years

Work Hours: 8

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Job application procedure
To apply for this job email your details to hr@specialised.com.zm  

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