Lead Solution Engineer Voice Systems
Lead Solution Engineer Voice Systems
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1 Vacancy
Job Description
Get to Know the Team
Grabber Technology Solutions (GTS) provides seamless IT experiences for all Grab employees. Our team values customercentricity and innovation ensuring we deliver personalized IT solutions that meet evolving needs. Joining us means engaging in a collaborative and innovative culture.
Get to Know the Role
You will report to Senior Manager IT Infrastructure.. The Voice Systems team provides a comprehensive voice solution offering different service modules such as inbound/outbound call center solutions autodialer video call CRM integration and omnichannel support. Also collaborate with CPaaS vendors to deliver these solutions to Grabs Support Contact Centre. You will serve as a Subject Matter Expert (SME) responsible for project managing and delivering these voice solutions to meet the specific needs of the Contact Centre.
This role will be onsite and the office is in Malaysia.
The Critical Tasks You Will Perform
- Unified Communications & Voice System Management: Implementation solution delivery and enhancement of Unified Communications products for voice system and infrastructure including design upgrades to support global growth and system stability and reliability assurance with full BCP.
- Automation & Optimisation: Automate tasks to maintain optimal functioning and consistency of voice systems.
- Strategic Collaboration & Direction Setting: Work with Telco carriers vendors and business units to coordinate the future direction of the voice system and identify enhancement opportunities.
- Project Planning & : Lead planning coordination and implementation of medium to large Voice contact centre solutions tracking project milestones and adjusting resources.
- Governance & Compliance: Establish Voice project management processes and methodologies to ensure timely budgetcompliant delivery and meet customer expectations. Support system audits to ensure compliance with stringent requirements.
- Resource & Performance Management: Assemble Voice project plans direct and monitor work efforts identify resource needs perform quality reviews and develop departmental goals budgets and KPIs in line with overall GTS objectives.
- Solution Procurement & Implementation: Lead new business requirements gathering RFP POC and business case presentations.
Qualifications :
What Essential Skills You Will Need
- Educational & Professional Background: BS degree in IT/Computer Science/Telecommunication or equivalent experience with at least 8 years of relevant experience.
- Telecommunication Software Proficiency: Experience with Asterisk xCally Avaya NICE CISCO FreePBX Vicidial traditional PBX and Asterisk.
- Technical Skills: Good understanding of Voice System and CRM integration API Plugin Collection Dialer feature setup Linux Servers and Linux Scripting languages such as Shell and Python Scripts. Basic knowledge of SQL Language and familiarity with MySQL.
- Server Management: Ability to build and monitor services on production servers with experience in AWS Server and Management Tools. Experience setting up and maintaining OpenVPN and VPC.
- Telecommunication Protocols: Understand SIP (Session Initiate Protocol) and basic IP routing and switching experience (CCNA or CCENT certification is an advantage but not strictly required).
- IT Security Knowledge: Must have a working knowledge of IT security as it relates to cloudbased infrastructure and understand HA and DR concepts.
- Experience in Call Centre Environment: Previous experience in a Call Centre environment is a plus.
Additional Information :
Life at Grab
We care about your wellbeing at Grab here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave and give back to your communities through LoveallServeall (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges.
- Balancing personal commitments and lifes demands are made easier with our FlexWork arrangements such as differentiated hours
What We Stand For At Grab
We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality ethnicity race religion age gender family commitments physical and mental impairments or disabilities and other attributes that make them unique.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
