Senior Engineer 3rd Line Support at NTT Ltd.

Want to be part of our team?

• The primary purpose of the role is to take responsibility for all aspects of the Voice over IP (VoIP) service, including provisioning, monitoring, and troubleshooting.

What You'll Be Doing

Technology Support

• Proactively monitors work queues
• Assisting in client retention and escalations
• Perform operational tasks to resolve all incidents/requests within a timely manner within agreed SLA
• Collaborating extensively with peers and vendors to resolve issues within accepted time frames.
• Implementation and management of call-routing frameworks
• Troubleshooting of general system functions; identification of faulty components, which may include physical hardware, configuration of servers, or telecommunication networks
• Providing technical and administrative support to internal and external clients
• Removal of relevant client data upon request
• Understands IP routing protocols including SIP, RTP, H.323 Codecs used for encoding voice traffic in an IP network.
• PAdministers implements and configures systems according to Merchants’ business standards, processes and procedures.
• Documents standard operating procedures and processes
• Stakeholder management with regards to break-fix calls and service requests.
• Assists with monthly platform billing, verifying the various feeds to the TMS system.
• Supply the vendor with the verified billing values

Project Management

• Provides the planning, design and implementation of the company’s communications system
• Conducts project planning, cost analysis and vendor comparisons
• Onboarding of new clients and continuous improvement of existing client technologies

Off boarding of clients

Platform and System Management

• Maintains service and quality levels according to Merchants’ business standards, processes and procedures
• Evaluates company requirements to determine whether an internal or other operating system is more appropriate.
• Performs traffic study analysis to determine best configuration of systems.

What would make you a good fit for this role?

Knowledge

• Matric or Equivalent
• Avaya or Voice Certification would be beneficial
• A minimum of 5+ years of experience in a Voice Engineer role with experience in other network technologies such as Avaya, Cisco, etc.
• Knowledge of TCP/IP networking suite
• SIP Hard & Softphones experience.
• Understanding of Network Concepts and designs, WAN, LAN
• Experience in Session Initiation Protocol (SIP) implementation and support
• Experience in call recording systems (NICE Engage and Call Cabinet, Verint or equivalent)
• Proven experience in Contact Centre Technologies such as Avaya, Genesys, Cloud Contact Center etc
• Experience in MS SQL (queries), Linux (Dockers) is beneficial
• Project Management

Skills

• Attention to detail
• Collaboration
• Planning and Organizing (L3)
• Problem solving (L3)
• Technical expertise (L3)
• Oral and Written Communication (L3)

Attributes

• Resilience
• Impact

Knowledge

• Matric or Equivalent
• Avaya or Voice Certification would be beneficial
• A minimum of 5+ years of experience in a Voice Engineer role with experience in other network technologies such as Avaya, Cisco, etc.
• Knowledge of TCP/IP networking suite
• SIP Hard & Softphones experience.
• Understanding of Network Concepts and designs, WAN, LAN
• Experience in Session Initiation Protocol (SIP) implementation and support
• Experience in call recording systems (NICE Engage and Call Cabinet, Verint or equivalent)
• Proven experience in Contact Centre Technologies such as Avaya, Genesys, Cloud Contact Center etc
• Experience in MS SQL (queries), Linux (Dockers) is beneficial
• Project Management
• Avaya PMO essential