{"id":26005,"date":"2015-12-08T16:57:16","date_gmt":"2015-12-08T14:57:16","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=26005"},"modified":"2015-12-08T17:01:10","modified_gmt":"2015-12-08T15:01:10","slug":"senior-communications-engineers-x-5-positions-contact-centre","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html","title":{"rendered":"Senior Communications Engineers X 5 Positions (Contact Centre)"},"content":{"rendered":"<div id=\"requisitionDescriptionInterface.ID1507.row1\" class=\"contentlinepanel\" title=\"\">\n<div>Do you want to be the person who exceeds your potential?<\/div>\n<div>If you have a desire to succeed and drive your own career, Dimension Data offers you the opportunity to make that happen.<\/div>\n<div>We\u2019re positioned to lead the change in the biggest transformation that the IT industry has seen in decades \u2014 and we need your talent, skill, and ambitious ideas. As a Global Top Employer to over 28,000 great people in more than 58 countries, you\u2019ll be working with teams across the world. You\u2019ll be doing great things for our clients and helping them achieve their business ambitions.<\/div>\n<div><\/div>\n<div>We are currently looking for <b>Senior Communication Engineers in the Contact Centre<\/b> environment to support the business in achieving its strategic objectives within the Communication Centre of Excellence division.<\/div>\n<div><\/div>\n<div>As a<b> Senior Communications Engineer,<\/b> you will be responsible for the, implementation, and support of Avaya\u2019s Enterprise Telephony (Contact Centre), and VoIP\/SIP infrastructure according to project plan and milestones. You will become the Telephony Subject Matter Expert for Dimension Data\u2019s Client\u2019s telephony issues, concerns and needs. You will be expected to ensure problems of varying complexity are resolved to the client&#8217;s satisfaction and also within the agreed service level. You will be expected to also participate in strategic planning, administration and management of Client\u2019s Telephony hardware and software and ensure technical issues are resolved as needed by coordination with other client\u2019s departments and third-party vendors. \u00a0In addition to this you will also be expected to proactively monitoring and address any identified system issues and develop and define technical service policies for Telephony software and hardware products supported, in collaboration with SME across other technical tracks. You will also be expected to provide guidance to and mentor other members of the team.<\/div>\n<div><\/div>\n<div><b>What we expect you to do:<\/b><\/div>\n<div>\n<ul>\n<li><span style=\"font-size: medium;\">Implement VoIP solutions across multiple locations.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Provide superior client service to internal clients, including response to escalations, proactively notifying clients of issues, and assessing and communicating business impact.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Research, prepare and document incident reports for major issues, including root cause analysis and remediation actions\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Participate in 24&#215;7 standby rotations.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Track, report, and proactively address trunk and capacity issues based on business forecasts.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Support end user applications (i.e. CMS Supervisor, Verint WFM).\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Follow IT change control best practices for predictable results.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Monitor the service requests \/ incident queues and update and escalate in accordance to Service Level Agreement requirements.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Work directly with managers, client contract (portfolio) managers, directors, and executives of business units to determine system needs, resolve problems, and explore potential new business or technical options\/solutions.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Lead and implement projects related to operational improvements<\/span><\/li>\n<li><span style=\"font-size: medium;\">Prepare and maintain up to date documentation for internal and external client\u2019s detailing configuration of deployed solutions.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Drive the continual evolution and support of the disaster recovery plan for consistency between sites.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Ensure Avaya certification stays current<\/span><\/li>\n<li><span style=\"font-size: medium;\">Provide guidance and coach other engineers in the team<\/span><\/li>\n<li><span style=\"font-size: medium;\">Research and implement new technologies that decrease Avaya Contact Centre costs while improving performance and reliability.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Ensure effective proactive monitoring of all technologies in the client environment are in place. Develop appropriate tools and process to manage this to ensure impact to the client is reduced.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Ensure effective problem management processes are develop and put in place to reduce reoccurring issue\\incidents and problems.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Build and actively maintain a Knowledge management System containing up to date information that can be effectively used by junior staff to resolve incidents in the environment more efficiently.<\/span><\/li>\n<\/ul>\n<\/div>\n<div><b>Here&#8217;s what we are looking for in candidates for this job:<\/b><\/div>\n<\/div>\n<div id=\"requisitionDescriptionInterface.ID1519.row1\" class=\"contentlinepanel\" title=\"\">\n<div>\n<ul>\n<li><span style=\"font-size: medium;\">Avaya CM \/ Session \/ System and Control Manager Administration.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Avaya Call Vectoring and VDN Programming.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Avaya System Manager\/Session Manager.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Avaya Application Enablement Services (AES), Computer Telephony Integration (CTI), design, implementation and administration.<\/span><\/li>\n<li><span style=\"font-size: medium;\">At least 2 years&#8217; experience with basic moves, adds, and changes for Avaya Communication Manager in a full VoIP environment.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience with integration into voice recording platforms.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience with Avaya One-X Communicator, One-X Agent and One-X Portal a plus.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Knowledge of telecommunications network infrastructure including E1, SIP, VOIP, and other advanced network services.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Develops, maintains, and manages appropriate vendor and client relationships.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Ability and desire to learn independently as well as in a team.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Ability to work on a client\u2019s site for extended periods based on client\u2019s contract.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Ability to manage time well and meet multiple deadlines in a fast paced environment.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Excellent writing and communication skills.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Create detailed design and deployment documentation from technical architecture designs for communications systems, networks, hardware, software, transmission and signalling systems.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience with NICE call recorders will be advantageous<\/span><\/li>\n<li><span style=\"font-size: medium;\">At least 2 years\u2019 experience in a Managed Services environment<\/span><\/li>\n<li><span style=\"font-size: medium;\">ITIL knowledge is advantageous<\/span><\/li>\n<li><span style=\"font-size: medium;\">VoIP and QoS knowledge is advantageous<\/span><\/li>\n<li><span style=\"font-size: medium;\">Avaya CMS Administration.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Responsible for researching, evaluating, and recommending Contact Centre technologies to support business goals and processes.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Sound knowledge of Call Centre working and deployment\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Must have at least 5 years&#8217; experience in design, provisioning and troubleshooting of Avaya Contact Centre solutions (AACC, Call-Center Elite, ACD, CMS, IQ, etc.)<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience with Avaya Voice Portal\/Experience Portal\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience in Avaya dialler \/ Proactive Contact<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience in Avaya Proactive Outreach Manager\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience with Workforce Management suite of solutions\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience and working knowledge of Unified Communications solutions will receive preferential considerations.<\/span><\/li>\n<li><span style=\"font-size: medium;\">National Certificate (Grade 12 or Equivalent)\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Industry certifications on Data\\Voice Networking technologies<\/span><\/li>\n<li><span style=\"font-size: medium;\">Active Certification on Avaya platforms \/ products, other Telephony technologies will be an advantage.<\/span><\/li>\n<li><span style=\"font-size: medium;\">Will be expected to perform a variety of complicated tasks and direct the work of others. A wide degree of creativity and latitude is expected as part of the job performance and will need to rely on judgment and experience to accomplish goals.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Experience in leading a team and working in a team-oriented, collaborative environment.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Familiar with a variety of the field&#8217;s concepts, practices, and procedures.\u00a0<\/span><\/li>\n<\/ul>\n<p><strong>How to Apply<\/strong><\/p>\n<p><a href=\"http:\/\/didata.taleo.net\/careersection\/10200\/jobdetail.ftl?job=GAU02519\">Click here to apply\u00a0for\u00a02x Senior Communications Engineers \u2013 Contact Centre<\/a><\/p>\n<p><a href=\"http:\/\/didata.taleo.net\/careersection\/10200\/jobdetail.ftl?job=GAU02520\">Click here to apply for 3x Senior Communications Engineers \u2013 Unified Communications<\/a><\/p>\n<\/div>\n<div><span style=\"font-size: medium;\">Join our growing global team and accelerate your career with Dimension Data.\u00a0<\/span><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Do you want to be the person who exceeds your potential? If you have a desire to succeed and drive your own career, Dimension Data offers you the opportunity to&#8230;..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[221],"tags":[1869],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Senior Communications Engineers X 5 Positions (Contact Centre) - Jobs in South Africa 2024<\/title>\n<meta name=\"description\" content=\"Do you want to be the person who exceeds your potential? If you have a desire to succeed and drive your own career, Dimension Data offers you the\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jobs sa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html\",\"url\":\"https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html\",\"name\":\"Senior Communications Engineers X 5 Positions (Contact Centre) - Jobs in South Africa 2024\",\"isPartOf\":{\"@id\":\"https:\/\/joblistsouthafrica.com\/#website\"},\"datePublished\":\"2015-12-08T14:57:16+00:00\",\"dateModified\":\"2015-12-08T15:01:10+00:00\",\"author\":{\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c\"},\"description\":\"Do you want to be the person who exceeds your potential? If you have a desire to succeed and drive your own career, Dimension Data offers you the\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html\"]}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#website\",\"url\":\"https:\/\/joblistsouthafrica.com\/\",\"name\":\"Jobs in South Africa, Careers, Vacancies | Joblistsouthafrica.com\",\"description\":\"Careers, Vacancies and Jobs in South Africa\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/joblistsouthafrica.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c\",\"name\":\"Jobs sa\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g\",\"caption\":\"Jobs sa\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Senior Communications Engineers X 5 Positions (Contact Centre) - Jobs in South Africa 2024","description":"Do you want to be the person who exceeds your potential? If you have a desire to succeed and drive your own career, Dimension Data offers you the","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html","twitter_misc":{"Written by":"Jobs sa","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html","url":"https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html","name":"Senior Communications Engineers X 5 Positions (Contact Centre) - Jobs in South Africa 2024","isPartOf":{"@id":"https:\/\/joblistsouthafrica.com\/#website"},"datePublished":"2015-12-08T14:57:16+00:00","dateModified":"2015-12-08T15:01:10+00:00","author":{"@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c"},"description":"Do you want to be the person who exceeds your potential? If you have a desire to succeed and drive your own career, Dimension Data offers you the","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/joblistsouthafrica.com\/senior-communications-engineers-x-5-positions-contact-centre.html"]}]},{"@type":"WebSite","@id":"https:\/\/joblistsouthafrica.com\/#website","url":"https:\/\/joblistsouthafrica.com\/","name":"Jobs in South Africa, Careers, Vacancies | Joblistsouthafrica.com","description":"Careers, Vacancies and Jobs in South Africa","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/joblistsouthafrica.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/1e0fa42d4a0d0a2ccbfb26845ef4a02c","name":"Jobs sa","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/joblistsouthafrica.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/769c199fc290317658a6988fabe9d4eb?s=96&d=blank&r=g","caption":"Jobs sa"}}]}},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2C6n7-6Lr","_links":{"self":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts\/26005"}],"collection":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/comments?post=26005"}],"version-history":[{"count":0,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/posts\/26005\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/media?parent=26005"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/categories?post=26005"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistsouthafrica.com\/wp-json\/wp\/v2\/tags?post=26005"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}