Overview
Unified Communications Administrator Jobs in Midrand, Gauteng, South Africa at African Bank
Title: Unified Communications Administrator
Company: African Bank
Location: Midrand, Gauteng, South Africa
Main Purpose: Assist and Provide 1st and 2nd line Support with the Unified communication technologies which include but are not limited to Genesys Pure Connect Telephony System, IVR, Predictive Dialer, PBX, PRI, SIP, SIP Proxy, Video Conferencing.
Role responsibilities
Support the Organization’s telephony System
- Providing 1st level support for Telephony System – CIC/Pure Connect.
- Monitors systems alerts, performance and utilization reporting.
- Responsible to troubleshoot, identify and diagnose problems and factors affecting performance and if required vendor escalation, to achieve resolution.
License Management
- Responsible for CIC/Pure Connect License allocations and reporting.
Security
- Keep abreast of any security update requirements in Unified Communications environments.
- Ensure that Service Provider attend to all security upgrades on Server and Client interfaces when and where needed.
Innovation
- Understand Business needs and work close with Vendor to optimize communication products such as the Telephony System in business processes to increase user productivity and improve Client experience.
- Keep abreast of new Technologies, new features introduced on the products used and identify what the business can benefit from.
- Communicate such initiatives to the Endpoint Services Manager.
Treating Customers Fairly and Compliance
- Create and maintain productive relationships with internal and external clients by providing advice and assistance.
- Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company policies, legislation and regulations.
- Keep the client informed about progress through written communication, telephone communications, and/or face-to-face meetings.
- Build a positive image by exceeding client expectations at all times.
- Treat internal and external customers fairly at all times.
Role requirements
- BSc/BCom. Computer Science/ Information Systems / Engineering Architecture
- Certificate in A+, N+, MCSA
- Certificate in Security+, Mobile+
- 1 Year of relevant experience in Unified communication technologies which include but are not limited to Genesys Pure Connect.
- 3+ years of relevant experience in Unified communication technologies which include, but are not limited to Interactive Intelligence Telephony System, PABX, PRI, SIP, Polycom
- Work experience in a Call Centre or equivalent experience in complex organizations.
- Good Understanding of Security and Mobility Technical (COMP)
- Interactive Intelligence, Pure Connect and Interactive Connect
- Keep up with latest technical, operational and IT related business trends
- Microsoft SQL General Queries
- Microsoft Windows Server 2012/16 and Windows 10 troubleshooting
- Network Analysis (Wireshark) and requirements
- PABX Connectivity
- SIP, RTP (VoIP)
- Strong personality to take lead on project execution
- TCP IP
- Telco provider Connectivity
- Telephony hardware, SIP Phones
- Communication Skills (listen, verbal & written)
- ITIL-based processes/procedures (Incident & Change management)
- Microsoft Off
