Unified Communication Supervisor Engineer

Job Description

Job Description

Role and Responsibilities

• Managing a team of Voice Engineers, overseeing their work and ensuring on-time delivery of their responsibilities and tasks.
• Developing and managing the processes, working procedures, timelines, and SLAs for the Voice Team.
• Consistent and effective performance management of the Voice Team including setting clear, specific, and measurable objectives that are reviewed frequently.
• Prepare troubleshooting procedures and maintain detailed documentation, maintenance plans, and performance monitoring activities related to all voice systems to ensure the continuity and integrity of the services.
• Developing the skill and capabilities of the staff within the team.
• Handle customers’ voice inquiries and develop an appropriate resolution for each.
• Track and analyze fault histories in the long-term resolution of intermittent problems.
• Procuring, evaluating, and deploying new products and services to meet company strategic objectives.
• Plan, design, and deploy voice infrastructure systems, services, and call center technologies that are proactively monitored to meet and exceed business requirements.
• Planned and implemented voice systems updates, upgrades, and capacity expansions to improve system performance and add new features.
• Set and monitored service level agreements with vendors, suppliers, and service providers.

Job Requirements

Qualifications and Education Requirements

• Bachelor's degree in Telecommunications, Computer Engineering, or any other related degree.
• 8+ years of experience in a Contact Center, Unified Communication, and VoIP Technologies.
• Extensive experience in working with VoIP technology and Cloud contact center platforms.
• Experience in integration of Contact Center platform with CRM systems
• Business Continuity and Information Security background.
• Experience in SBC, Voice Gateways, SIP, and WebRTC protocols.
• Good knowledge of API, CTI, Automation, and Integration.
• Experiences in Avaya, Cisco, and Genesys (Cloud and on-prem) contact center platforms
• Experience in open-source communications software.
• Experience in implementing and managing VoIP devices and systems.
• Experience in open-source operating systems.
• Familiar with PHP and HTML coding.
• Familiar with MySQL or MariaDB.

Professional Skills

• Problem-solving, and analytical skills.
• Excellent team building and time management skills.
• Excellent communication & documentation skills.
• Self-motivated, Self-confident, dependable, and flexible.
• Customer-oriented.
• Business-focused & target achiever
• Ability to work under pressure
• English language proficiency is a must