Engineer - Support.MTN Converged Solutions at MTN

Job Description

• The Support Engineer: Contact Centre reports to the Senior Manager: Contact Centre.

Your responsibilities:

• To design, architect, and guide the implementation of scalable, secure, and innovative contact centre solutions — across MTN Opcos and Customers.
• Work with internal and external stakeholders and vendor to design, architect, build, and implement call centre solutions
• This role ensures alignment with MTN’s digital transformation strategy, enabling AI adoption, omnichannel engagement, and operational excellence.
• Ensuring seamless integration with enterprise systems, optimal performance, and alignment with business objectives.
• The role will focus on enabling Cloud Contact Centre solutions

Responsibilities
How you will be measured (Core responsibilities / output / KPAs)

The Solution Engineer Contact Centres will be accountable to achieve the following objectives:

• Provide assistance to clients and staff (on-site if required) with installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if required
• Deal with problem situations and project work timeously and efficiently, displaying effective time management
• and time allocation according to project deadline and incident severity.
• Provide post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Provide Customer Contact Centre support
• Technical Vetting of customer designs

Customer Relations

• Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Contact Cetnre products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
• Update client on all escalated calls on a regular basis
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved with agreed SLA’s
• Adopt a proactive approach to prevent problems from arising in the future.
• Ensure that client specifications are met and that the client is satisfied with the end service
• Provide advice on the best approach to reach the best results.
• Own customer experience performance, manage it and put in place corrective measures if needed

Service enhancement

• Put feedback systems in place to improve and adapt services to changing demands
• Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data
• Get first-hand client information and use it for improvements in customer services and support

How you will be measured (Core responsibilities / output / KPAs)

The Solution Engineer Contact Centres will be accountable to achieve the following objectives:

Supervisory / Leadership / Managerial Complexity

• Mentor and enable others, assisting with coaching and problem solving where required.
• Communicate actively and effectively to ensure that no potential conflicts arise.
• Develop supportive relationships and encourage a team spirit
• Maintain a customer-centric approach
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
• Apply industry best practices to meet client needs
• Knowledge sharing (complex customer solution and products)

Creativities (improvement/innovation inherent)

• Participation in product development
• Follow clear and linear procedures to diagnose and solve problems that are not always obvious
• Suggests concrete ways to improve productivity, and improve resource utilization
• Establish sound relationships with all stakeholders
• Recommend and implement cost-saving activities where possible
• Evaluate situations and determine the best methods to reach defined outcomes
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
• Apply industry best practices to meet client needs

Vulnerabilities (control span)

• Failure of Telco and Contact Centre infrastructure occurring regularly
• Dependency on all providers for all implementations and upgrades of network
• Lack of efficient monitoring systems
• Core network and Contact Centre failures
• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Non-achievement of turnaround times
• How you will be measured (Core responsibilities / output / KPAs)
• The Solution Engineer Contact Centres will be accountable to achieve the following objectives:

Independent thought and Judgment

• Resolution methodology of faults
• Escalation of issues for resolution.
• Appropriate dissemination and reporting of information
• Implementation of operational plans
• Resolution of queries / problems (within parameters set by SLAs and company policy)
• Enhancing processes and procedures for the department

Qualifications
Education

• Minimum 3 years in ICT or 3+ years of experience in contact centre technologies including but not limited Genesys Cloud CX
• Fluent in English

Experience

• Experience in contact centre technologies, with experience on Genesys Cloud CX.
• Experience with CRM integrations and API-based workflows.
• Familiarity with ITIL processes and tools like ServiceNow.
• Telecommunications industry experience
• Work across diverse cultures and geographies
• Proven track record of execution and managing competing tasks and demands

Apply Before: 07/04/2025