Unified Communication Supervisor

Managing the Voice Team, ensuring the delivery of agreed service levels, and maintaining the required uptime. Managing communications systems capacity by monitoring current usage and forecasting future demand and then bringing new capacity into service in a timely and cost-effective manner.Procuring, evaluating, and deploying omni-channel technologies that adhere to company strategy.

Role and Responsibilities:

• Managing a team of Voice Engineers, overseeing their work and ensuring on-time delivery of their responsibilities and tasks.
  
• Developing and managing the processes, working procedures, timelines, and SLAs for the Voice Team.
  
• Consistent and effective performance management of the Voice Team including setting clear, specific, and measurable objectives that are reviewed frequently.
  
• Prepare troubleshooting procedures and maintain detailed documentation, maintenance plans, and performance monitoring activities related to all voice systems to ensure the continuity and integrity of the services.
  
• Developing the skill and capabilities of the staff within the team.
  
• Handle customers voice inquiries and develop an appropriate resolution for each.
  
• Track and analyze fault histories in the long-term resolution of intermittent problems.
  
• Procuring, evaluating, and deploying new products and services to meet company strategic objectives.
  
• Plan, design, and deploy voice infrastructure systems, services, and call center technologies that are proactively monitored to meet and exceed business requirements.
  
• Planned and implemented voice systems updates, upgrades, and capacity expansions to improve system performance and add new features.
  
• Set and monitored service level agreements with vendors, suppliers, and service providers.
  

Requirements

• Bachelors degree in Telecommunications, Computer Engineering, or any other related degree.
  
• 8+ years of experience in a Contact Center, Unified Communication, and VoIP Technologies.
  
• Extensive experience in working with VoIP technology and Cloud contact center platforms.
  
• Experience in integration of Contact Center platform with CRM systems
  
• Business Continuity and Information Security background.
  
• Experience in SBC, Voice Gateways, SIP, and WebRTC protocols.
  
• Good knowledge of API, CTI, Automation, and Integration.
  
• Experiences in Avaya, Cisco, and Genesys (Cloud and on-prem) contact center platforms
  
• Experience in open-source communications software.
  
• Experience in implementing and managing VoIP devices and systems.
  
• Experience in open-source operating systems.
  
• Familiar with PHP and HTML coding.
  
• Familiar with MySQL or MariaDB.
  

Professional Skills

• Problem-solving, and analytical skills.
  
• Excellent team building and time management skills.
  
• Excellent communication & documentation skills.