Engineer: Telephony

Engineer: Telephony - RandburgTracker requires the services of an Engineer: Telephony reporting to the IT Infrastructure Department responsible for the design, administration and management of the Tracker telephony infrastructure, applications and reporting. The Telephony Engineer will influence the technology strategy by aligning technical expertise and business needs to enhance IT service delivery. Should you be interested in this challenge and meet the job requirements, please forward your application before the .Duties & ResponsibilitiesManagement of Telephony platform including but not limited to Aspect, Siemens Avaya and MS-TeamsDesign and implement Auto AttendantsDesign and implement interaction quality management templates and influence contact centre management to obtain consistency across the organization.Design and implementation of workforce management strategiesManage system usersRoute calls to telephony vendors based on best cost and performance metricsWork with contact centre management to identify trends, issues, user abuse and areas for improvementMeasurement of system outcomes to ensure continuous improvementIdentify opportunities for process improvements and work with contact centre management to implement process improvementsEvaluate new technologies that could be implemented in the Tracker contact centresPerform second line support for the Aspect system, and escalate issues as necessary to third line support.Assist with billing reconciliationsDesign and implement telephony management system reports to ensure accurate service provider billing and cost allocation.Design and implement, with contact centre management, telephony outbound campaigns.Manage system users Desired Experience & QualificationRelevant IT qualificationCurrent Aspect or Siemens CertificationMS-Teams certification an advantage3 Years’ Telephony management experienceWilling to work standbyWilling to work extended hoursWilling to travelAbility to work in a team-oriented environment that is fast-paced and demanding.Must be self-directed, have excellent initiative and organizational skills.Ability to handle multiple demands with a sense of urgency, drive and energy.Work well under pressure with the ability to deliver on time.