Senior PABX and VOIP Technician, Century City, Cape Town. Our client based in Century City is looking for a Voice  Technical Engineer who will be reporting to the Voice  Tech Operations Manager.

Technical Skills: Good fault-finding skills from End User Compute to Server and including Telephony PBX platforms  Strong understanding of SIP  VOIP configuration and connectivity  Minimum of 5 years solid experience  Strong knowledge/understanding of call flows, announcements (AWS Polly), dial plans, skills and routing  Prior AWS Connect  EC2 experience an advantage  Escalate and chase known issues internally, following internal Incident Processes  Liaising with 3rd parties including service providers  Maintaining JIRA ticket queues  Updating and escalating as required  JavaScript, PowerShell and SQL knowledge beneficial  Understanding of Contact Centre reporting and Wallboards 

Responsibilities: Perform daily checks across all platforms using monitoring solutions and escalate issues  To develop, support and configure the Omni channel product/solutions  Identify any risks and/or concerns with regards to the application layer  Active involvement in BCP/DR testing, including reporting  Liaising with staff globally and forming strong working relationships  Gather business requirements when on/off-boarding and/or change requests  Document newly learned processes to build Internal knowledge base  Perform technical and analytical documentation of current voice systems  Recommend future upgrades and expansion opportunities 

Attributes: 24/7 environment operating in a shift pattern. Be able to manage competing priorities and remain customer focused. Remain calm in stressful situations and focused on the job at hand. Interact with end users to provide daily support for voice and Windows server infrastructure. On occasion be willing to work additional hours due to incident/outage. Self-motivated to learn new technologies. ITIL Service Management experience.

Key Performance Indicators: Resolve fault/request logged on ticket system in a timely fashion.  Update fault/request logged on ticket system with comments in a timely fashion. Ensure end to end task resolution including user/system testing. Ensure effective troubleshooting.

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