Field Service Engineer

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

A leading Cloud Solutions company is on the hunt for a versatile and motivated Field Services Engineer to join their dynamic Field Services team. This role is ideal for a candidate with a strong background in unified communications, contact center technologies, and network engineering, who is passionate about solution deployment, integration, and automation. The Field Services Engineer will be responsible for the end-to-end delivery of their solutions, from planning and design to deployment, integration, and support. This includes on-site and remote installation, configuration, and troubleshooting of hardware and software, as well as the development of automated workflows and AI-driven solutions.

DUTIES:

• Plan, design, and deploy unified communication and contact centre solutions for clients, including site surveys, needs analysis, call flow creation, and ensuring projects are delivered on time, within scope, and on budget.
• Install, configure, and test VoIP systems, contact centre platforms, associated hardware and software (both remotely and on-site), and perform project-related installations, moves, additions, and changes (IMACs).
• Design, configure, and support customer integrations with CRM systems, APIs, transcription tools, and virtual assistants. Develop and maintain workflows for process automation (e.g., using nn) and assist in the deployment of virtual assistants (e.g., using Flowise).
• Perform system administration tasks, including server cluster administration, system backups, and performance monitoring.
• Conduct proof-of-concept and pilot deployments to demonstrate solution value to customers.
• Provide expert troubleshooting and support for networks, servers, and telecommunications applications, acting as a point of escalation for the support desk.
• Create and maintain clear, comprehensive, and up-to-date documentation for all solutions, systems, and processes, including network diagrams, configuration guides, site documentation, and knowledge base articles.
• Define, map, and document installation processes and configuration items. Adhere to all company policies and procedures, including change management processes (preparing change requests and reporting on outcomes).
• Ensure all required site documentation is updated, signed off, uploaded, and handed over to the Support team.
• Actively knowledge-share with colleagues and provide training to end-users to ensure successful technology adoption.
• Interact closely with the project management team.
• Provide input for project scoping and planning. Provide frequent feedback to Project Managers (PM) on the status of installation activities (during the project cycle and on-site installation).
• Highlight any delays and issues with installation activities and identify any risks that may impact successful deployment.
• Include PM on correspondence with customers and provide all required documentation to Project Admin upon completion of deployment.
• Proactively stay up-to-date and remain abreast of industry trends and technologies through self-study, research, and self-study to develop both technical and soft skills.

REQUIREMENTS:

• Matric essential
• Technical qualification or equivalent experience in a relevant field.
• 5+ years of experience in a technical support, network engineering, or similar role.
• Minimum of 3 years of hands-on experience with VoIP and IP Telephony technologies, including SIP, RTP, and IP-PBX systems.
• Experience with Cloud-Based PBX, UCaaS (Unified Communications as a Service), and CCaaS (Contact Center as a Service) is essential.
• Proven experience with WAN/LAN configuration, routing, firewall management, and system monitoring tools (e.g., Zabbix, Grafana).
• Strong knowledge of Linux operating systems (e.g., Debian-based OS's).
• Working knowledge of APIs and experience with system integrations.
• Experience with workflow automation tools (e.g., nn) and conversational AI platforms (e.g., Flowise) will be very beneficial
• Experience with VoIP applications such as Asterisk, Vicidial, or Queuemetrics is an advantage.
• A valid driver's license and own reliable transport are required.

ATTRIBUTES:

• Excellent analytical and problem-solving skills with a logical approach to troubleshooting.
• Strong written and verbal communication skills, capable of explaining technical concepts to both technical and non-technical audiences.
• Customer-focused with a passion for delivering exceptional service.
• Highly organized with strong attention to detail and excellent documentation skills.
• A team player who can also work independently and manage time effectively.
• A lifelong learner, eager to develop new skills and stay current with new technologies, and able to thrive in a fast-paced, dynamic environment.
• Process-oriented with a commitment to following best practices.