Job description

Roles & Responsibilities

Oversee the configuration, integration, and ongoing management of on-prem Cisco Voice platform & cloud Contact Centre solutions, with a primary focus on Five9 (CCAAS) platforms.
Collaborate closely with cross-functional teams to identify requirements, implement enhancements, and ensure seamless operations across all contact centre functionalities.
Lead troubleshooting efforts to resolve technical issues swiftly, minimising downtime and ensuring high levels of customer satisfaction.
Monitor system performance, generate analytical reports, and drive continuous improvement initiatives to optimise contact centre efficiency.
Manage and mentor team members, fostering a culture of knowledge sharing and skill development.
Coordinate with vendors and stakeholders to ensure alignment with business objectives and compliance with industry standards.
Document processes, maintain up-to-date technical knowledge, and contribute to the development of best practices within the team.

Technical Expertise:

Proficiency in configuring, integrating, and managing Cisco Voice platforms and cloud Contact Centre solutions, especially Five9 (CCAAS).
Collaborative Approach: Strong ability to work closely with cross-functional teams for requirement gathering, solution enhancement, and operational excellence.
Problem-Solving Skills: Demonstrated skill in troubleshooting technical issues promptly to minimise downtime and enhance customer satisfaction.
Analytical Thinking: Capability to monitor system performance, generate reports, and implement continuous improvement initiatives for optimal efficiency.
Leadership & Mentorship: Experience in managing and mentoring team members, fostering a culture of learning and skill development.
Stakeholder Management: Effective coordination with vendors and stakeholders to align with business goals and maintain compliance with industry standards.
Documentation & Best Practices: Commitment to documenting processes, updating technical knowledge, and contributing to the team's best practices.

Qualifications

Strong knowledge of IT software and hardware as well as five or more years experience working as an IT asset management & Logistics.
Five years or more experience asset and logistic staff
Experience in logistic packing and shipment of assets.
Strong knowledge and five years plus experience working with a CMDB and the specific business services that it supports
Proven ability and experience in executing strategic asset management processes successfully
Profound knowledge of licensing agreements involving software, including Microsoft, IBM, and Oracle
Strong vendor management and negotiation skills
Strong knowledge of IT Service Management processes, as well as experience with Discovery tool
Possess bachelors degree in information technology, computer science, or business administration, or in other related fields
Strong ability to carry out assigned tasks independently with little supervision
Excellent at performing multiple tasks at the same time without erring
Excellent communication and interpersonal skills
Any related certification will be added advantage

Senior Telecommunications Manager