As a Telecom Engineer, you will be reporting to the Manager of Telecommunications and be responsible for the design and build of telecom hardware and software in a complex, multi-vendor, high volume, hybrid hosted, and cloud environment. You will partner with other telecom leaders and vendors to design and implement telecom hardware and software solutions. You will help define and drive consensus on solutions within the telephony environment including the roadmap for the future state. You will play a key role across Telecommunications to ensure business and IT goals are met for implementing technology-based services with a high-quality customer experience.

PRIMARY DUTIES AND RESPONSIBILITIES:

Responsible for a long-term roadmap of PBX architecture and call center technologies.

Coordinate the development and implementation of technologies that make it easier for customers and vendors to do business with increased productivity and high customer satisfaction.

Collaborate with vendors and business partners in discerning business trends and their implications.

Stay updated with telephony industry technology and call center solutions.

Deal with critical customer situations, such as escalations of system issues, in a professional and timely manner.

Create and maintain technical documentation of telecom servers and gateways including relationship diagrams of the overall telecom topology.

Monitor reports to ensure system performance is optimal at all times.

Identify system performance issues and report them to appropriate management and production support teams.

Participate in department meetings, one-on-one meetings, and other communication vehicles.

Report to managers on any issues, risks or key decisions that could significantly impact the business.

KNOWLEDGE AND SKILLS:

Knowledge of Computer Science, Information Systems, Business Administration, or other related fields.

Ability to design and deliver IT projects on time and within budget.

Strong judgment under pressure, and ability to work well in a multi-tasking atmosphere.

Effective customer relationship-building skills and ability to use creative solutions to exceed customer expectations.

Ability to formulate and execute business strategies.

Ability to translate strategy into system and technology solutions.

Ability to communicate effectively both orally and in writing; ability to communicate with customers, associates and management; solid teamwork and interpersonal skills.

Ability to establish solid relationships with vendors in support of initiatives; ability to negotiate and manage outside vendors against deliverables.

Solid project management skills including the ability to effectively deploy resources and manage multiple projects of various diverse scopes in a cross-functional environment.

Knowledge of key technology standards around ITIL and service delivery.

EXPERIENCE:

Extensive experience in IT and business/industry work.

Extensive experience working with 8x8, Genesys and Avaya PBX and Call Centre systems.

Experience with 8x8, Genesys and Avaya hardware and software implementations, including Communication Manager, CMS, Experience Portal, Messaging, and Session Manager.

Strong experience with Call Recording systems, including Workforce Management, Quality Monitoring and Speech Analytics.

Experience with SIP endpoints and SIP trunking.

Demonstrated “hands-on” experience working in large-scale environments and tweaking business processes to support growth and productivity.

We offer a competitive annual bonus, life insurance from day 1 and a best-in-class health insurance package. As our employee you have the benefit of our referral bonus scheme, our boundless learning opportunities including language training and our global employee assistance program. We provide up to 6 fully paid benefit days a year and a wonderful office in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all time.

Become part of our purpose-driven, multicultural team now and help us create healthier futures.