Telephony and Communication Engineer

The Telephony and Communication Engineer will be responsible for maintaining the availability, reliability, and integrity of the Telephony and Collaboration services. This position is responsible for providing solution design, implementation, administration expertise, and support of all aspects of the Telephony and communication products for the local head office and international branches while ensuring the efficient, stable, reliable, and secure operations of the respective business services.

Responsibilities

• Ensure the availability and reliability of the supported infrastructure and applications by analyzing and resolving problems as well as monitoring and maintaining the overall performance of the various supported components.
• Implement the agreed architecture and security standard configuration, performance tuning, system hardening, as well as support the full lifecycle management of the Telephony, communication, and collaboration services.
• Provide support for end users to resolve issues relating to the Telephony services.
• Maintain up-to-date documentation and inventory of the Telephony Infrastructure and associated components.

Qualifications

• 5-10 years of experience in IP Telephony, Call Recording, Call Billing, IVR, Reporting, and collaboration Infrastructure.
• Ability to plan, design, configure, and implement Telephony related infrastructure.
• Develop and implement configurations in line with the Banks policies as they relate to the telephony environment, including the PABX, Avaya Aura system manager, session manager, communications manager, voicemail, media servers, and other telephony components.
• Conduct root cause analysis with timely resolution and maintain the Telephony software and hardware infrastructure, supporting system patching and life-cycle management.
• Coordinate and collaborate with Infrastructure support, network engineering, business applications, and database administration functions to ensure prompt resolution of issues in line with defined SLAs.