Lead Voice Engineer (CCIE) at Absa

Job Summary

• Design, manage, and maintain a large, complex and highly resilient voice Infrastructure and build & deploy the associated high-performing, scalable, enterprise grade voice technology solutions to enable effective delivery.

Job Description
Voice Architecture & Solution Design

• Take accountability for deeply understanding the Business & Infrastructure Operations technology direction
• Provide meaningful input into the Voice Technology vision & strategy
• Work across the tech & business value chain to independently analyse Voice Technology requirements (e.g. functionality, user experience etc.) from the perspective of the ideal ‘customer & employee experience’
• Leverage expertise in analytical & creative problem solving to synthesize infrastructure architecture implications
• Design the voice architecture roadmap
• Design & or contribute to the design & implementation of detailed feasibilities & business cases
• Lead design thinking processes to successfully deliver solution blueprints (e.g. processes etc.). Run these design processes with both internal & managed services providers as required
• Determine operational feasibility of solutions by evaluating analysis, problem definition, business requirements, solution development and proposed solutions
• Contribute to and in some cases lead all phases of the development lifecycle to operationalise these solutions & ensure managed services provider delivery teams are fully aligned and socialised on solution requirements etc. throughout this process
• Develop & manage high quality software / application design and architecture delivery in a test driven & domain driven / cross domain environment (within our internal teams and with managed services providers)
• Quickly produce (or manage the production with MSP’s) of well-organised, optimized, and documented source code to deliver, maintain, configure & optimise technical voice solutions
• Apply unit testing frameworks and perform integration, validation and verification testing (apply knowledge of stubbing tools e.g. wiremock, hoverfly or others as they might be relevant to Voice etc.)
• Apply version control and related concepts and techniques
• Align all application development & development process to Group Architecture, Security & Infrastructure guidelines
• Work with project & program teams (when required) to plan & manage the development lifecycle e.g. releases, risk management, testing, integration etc.
• Conduct solution design reviews, performance monitoring & ongoing optimization and maintenance on applications / other voice technologies
• Ensure designs & solutions support the technical organisation principles of self-service, repeatability, testability, scalability & resilience (as relevant for Voice Technologies)
• Hold full responsibility for & take accountability (beyond design) for the management, maintenance and optimisation of the large, complex, highly resilient voice infrastructure
• Work with all delivery support teams to oversee the configuration, staging, support and deployment of voice & networking technologies to standard
• Ensure the risk & governance frameworks are implemented and maintained including, but not limited to e.g. voice network documentation for configuration, processes, service records, asset inventories, topologies, administration manuals, work instructions, support contracts etc.
• Positively contribute to and ensure the successful delivery of all SLA/OLA’s (and guide delivery support teams to do the same)
• Take responsibility for the management & distribution of all technical documentation (to standard)
• Lead incident escalations and fault finding investigations – taking full accountability for complex hardware, software & infrastructure (e.g. network) issues & opportunities
• Attend various Group & Business specific architectural design forums and present solution designs and detailed business cases for approval
• Build engineering & architectural capability across delivery support teams in a business to ensure ongoing evolution of skills in solution delivery
• Contribute to the design & evolution of technology standards & architectural principles and preferences
• Leverage monitoring tools and applications to proactively monitor the performance of voice technologies (e.g. utilisation, growth etc.)
• Leverage performance monitoring insights to proactively deliver against business requirements for resilience, stability, scalability, efficiency etc. (ahead of demand)
• Stay ahead of the curve on emerging technologies and development practices

Accountability: People

• Coach & mentor other engineers / support engineers within the team
• Conduct peer reviews, testing, problem solving within and across the broader team
• Provide technical subject matter expertise and support in the attraction and recruitment of Engineers for the organization
• Participate as a subject matter expert in the development & development planning of the broader product engineering team
• Support the people change teams in the design of adoption processes (Customer, Employee & 3rd Party Adoption)

Accountability: Finance, Risk & Governance

• Identify technical risks and mitigate these (pre, during & post deployment)
• Update / Design all application documentation aligned to the organization technical standards and risk / governance frameworks and ensure they are maintained and distributed as per required standards
• Create business cases & solution specifications for various governance processes (e.g. CTO approvals)
• Participate in incident management & DR activity – applying critical thinking, problem solving & technical expertise to get to the bottom of major incidents
• Deliver on time & on budget (always)
• Work with managed services providers to effectively prepare & align on solution delivery
• Coordinate and manage Voice Solution implementation & act as the single point of contact for managed service provider quality assurance, issue identification & problem resolution, delivery to time, quality & cost etc.

Qualifications

• Bachelor's Degree - Information Technology, CCIE - Cisco, Experience in a similar environment at senior specialist level