SUMMARY:
PURPOSE:
This position is responsible for design, documentation, planning, development, maintenance planning and implementation guidance of VOIP & Cloud Communications solutions, services and architectures. This includes participation in the planning of all aspects of infrastructure necessary to ensure the secure provisioning of network/communications services to meet business and customer needs. The candidate will provide guidance in the production and design, strategies, architectures and documentation to support the requirements and strategy of Gijima’s business. The role provides technical leadership across PortaOne, Session Border Controllers (SBC), SIP trunking, carrier interconnects, Microsoft Teams Voice, voice infrastructure (Yaxxa), Contact Centres solutions and ensuring operational excellence. The incumbent will provide strategic technical direction, mentoring, escalation management, service assurance, and project leadership while maintaining high service availability and customer satisfaction.
POSITION INFO:
FORMAL EDUCATION: Grade 12 (NQF 4) Bachelor's degree or Diploma qualifications (NQF 6) in ICT field will be an advantage. EXPERIENCE: 7 - 10 years experience in a Telecommunication service support \/ delivery \/ field support VoIP solutions and voice gateways (e.g. AudioCodes, Oracle -SBC) PortaOne experience is a must, carrier, SIP trunks, billing and highlevel troublehooting Yaxxa VOIP platform experience is a must Yeastar PABX experience is a advantage SBC \/ Fortinet firewall experience will be advantageous Advanced ability to guide Network Specialists in complex 2nd level diagnostics and fault finding on all Voice technologies. Firm hands on experience on live VoIP production areas together with traditional PBX systems Exposure and Knowledge of Product-Specific Technologies related to Routing and Switching, UC, VoIP, VC and IPT. Knowledge and experience of Windows 10x, XP, MS Servers, MS Office, Anti-Virus support, Microsoft Patches, Hardware Maintenance, LAN administration (like SQL, User Profile Management), Server Maintenance (like Hardware, Software, DHCP and DNS, Security and TCP\/IP, FTP) would be an advantage. Experience with number porting and carrier migrations. Experience with contact center platforms. Technical field support experience in a large corporate environment will be an advantage. TECHNICAL \/ LEGAL CERTIFICATION VOIP (System specific e.g. PortaOne, Yaxxa, Yeaster) certificate will be advantageous RESPONSIBILITIES: Interface with Pre-Sales to establish UC products, solutions and services that compete in a world class market. Demonstrate strong design and technical engineering with regards to VoIP. Constantly utilises technical engineering experience and skills to assess and advise on the practicality of alternatives, combining technical limitations with operational realities. Guide the advanced high-level problem management process as defined by ITIL. Provide guidance to establish mechanism of monitoring, event generation, ticket logging and reporting of incidents together with monitoring specialists. Establish processes and procedures for the entire VoIP Cloud services in conjunction with the team. Analyse draft solution proposals prior to submission to the customer to check for technical viability and fit for purpose solutions. Where needs are recognised as falling outside one's own area of knowledge, identify a suitable solution offering Continuously ensure that technology is aligned to clients needs and clients are educated in terms of the technology used May be required to provide support to other customers or sites as business needs arise, which could include occasional travel. KEY COMPETENCIES: Excellent communication skills and ability to impart knowledge and communicate complex information in a simple manner. Quality management - Ensures quality service delivery in accordance with standards as communicated Facilitate effective engagement within business unit and relevant teams. Research skills - Is able to collect and gather information in an efficient manner Time and priority management - Is able to plan work so that maximum efficiency is obtained Continuously structures work in an organised and effective manner Able to prioritise the workload in order of importance in an efficient and organised manner Delivering Results and Meeting customer Expectations Ability to work with people (team work) Ability to relate and network with people Ability to adapt and respond to change Ability to cope with pressures and setbacks Ability to communicate and present information Ability to analyse and interpret information
