The Company
This company is the leading provider of cloud based call centre technology in South Africa, providing pay-per-use access to their hosted call centre platform, which is fast, easy, and affordable to deploy.
The Job
This is an ideal job for an individual that is a self-starter and able to take on more responsibility. The individual will be part of a team responsible for managing the infrastructure and applications supporting over 2000+ call centre business users in 50+ call centre locations.
The employee will work with a team of engineers and report into the IT Manager.
Duties include:-
Administration of multiple hosted telephony platform.
Trouble shooting client issues with 3rd party vendors including escalation.
Provide 24x7x365 Call Centre technology support to clients making use of CIC (Interactive Intelligence) and OneContact (Collab) to ensure maximum uptime and business partner service level agreements are met.
Monitor support queues & server system metrics for outages and/or performance concerns.
Working with business partners to gather requirements for both major and minor system changes/enhancements and migration of these enhancements into test and production environments.
In addition, typical duties include system maintenance including documentation, standard operating procedures and vendor patches that must be maintained in order to ensure server system integrity.
In addition to the above, applicants for this position will be part of a technical support team.
Requirements:-
The candidate must have a good understanding of voice technologies. Only candidates with previous experience in working IP infrastructure need apply (Non-Negotiable)
4 – 10 years + experience needed
One Contact (Collab) experience a plus
SQL experience
Must be able to work on a telephony systems/platforms
Development/programming knowledge
Must be willing to travel nationally
Matric, Grade 12 (minimum requirement)
CCNA / MCSE / VOIP/ Firewalls
Previous experience in a similar role
The candidate needs to be a self-starter, able to work on their own and make their own decisions
Own car
Profile:-
Good communication skills
English language is essential
Must have own transport
Willing to work out of normal business hours
Good customer care ethic
If you fulfil the above requirements and looking for a new challenge, please submit your CV. If you have not been contacted within a two week period, please consider your application as unsuccessful.