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Senior Voice Solutions Specialist
3 weeks ago
We're looking for a Senior Voice Solutions Specialist to join our team As a key member of our Voice Systems team, you will be responsible for managing and delivering comprehensive voice solutions, including inbound/outbound call center solutions, auto-dialer, video call, CRM integration, and omni-channel support.
Critical Tasks
- Design and Implement Voice Solutions: Develop and implement Unified Communications products for voice system and infrastructure, including design upgrades to support global growth and system stability and reliability assurance with full BCP.
- Ensure Voice System Reliability: Automate tasks to maintain optimal functioning and consistency of voice systems.
- Collaborate with Stakeholders: Work with Telco carriers, vendors, and business units to coordinate the future direction of the voice system and identify enhancement opportunities.
- Lead Project Execution: Lead planning, coordination, and implementation of medium to large Voice contact centre solutions, tracking project milestones and adjusting resources.
- Maintain Governance & Compliance: Establish Voice project management processes and methodologies to ensure timely, budget-compliant delivery and meet customer expectations. Support system audits to ensure compliance with stringent requirements.
- Develop Resource Plans: Assemble Voice project plans, direct and monitor work efforts, identify resource needs, perform quality reviews, and develop departmental goals, budgets, and KPIs in line with overall GTS objectives.
- Source and Implement Solutions: Lead new business requirements gathering, RFP, POC, and business case presentations.
Requirements
- Educational Background: BS degree in IT/Computer Science/Telecommunication or equivalent experience, with at least 8 years of relevant experience.
- Telecommunication Software Proficiency: Experience with Asterisk, xCally, Avaya, NICE, CISCO, FreePBX, Vicidial, traditional PBX and Asterisk.
- Technical Skills: Good understanding of Voice System and CRM integration, API, Plugin, Collection Dialer feature setup, Linux Servers, and Linux Scripting languages such as Shell and Python Scripts. Basic knowledge of SQL Language and familiarity with MySQL.
- Server Management: Ability to build and monitor services on production servers, with experience in AWS Server and Management Tools. Experience setting up and maintaining OpenVPN and VPC.
- Telecommunication Protocols: Understand SIP (Session Initiate Protocol) and basic IP routing and switching experience (CCNA or CCENT certification is an advantage but not strictly required).
- IT Security Knowledge: Must have a working knowledge of IT security as it relates to cloud-based infrastructure and understand HA and DR concepts.
- Experience in Call Centre Environment: Previous experience in a Call Centre environment is a plus.
