Snr Spec: IT Unified Comms at Liberty Group South Africa

Purpose

To provide specialist advice & support in the development & implementation of Networks, enabling the tailoring and adaptation of computer systems that meet business needs.

Minimum Qualifications

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Information Technology and Computer Sciences

Additional Minimum Qualifications

• Matric certificate.
• Telephony Related Qualifications.
• Telephony Cloud Related Qualifications.
• AWS Cloud Practitioner
• Microsoft Azure Fundamentals
• Server Administration.
• SQL Administration.
• Intermediary to Advanced Microsoft Excel, Word and PowerPoint, qualified.
• Skilled in Agile methodology
• Preferred - SAFe for Teams (SFT)Preferred - AWS/ MS Azure Foundation

Outputs

• Be the Technical lead on all Operational and Project Related tasks.
• Execute Operational and Project related tasks with urgency and precision.
• Provide training and technical guidance to the team, to improve the overall skill level.
• Automate System Health Checks and mundane tasks. (Progressive thinking and attaining Automation Goals)
• Communicate clearly and concisely within forums that require feedback.
• Attend Change advisory boards and stay abreast of changes within the organisation.
• Ensure that all It Security Vulnerabilities are addressed timeously.
• Ensure that All necessary best practice, system related maintenance and upgrades are concluded without business impact.
• Ensure that all SOP's and SOI's are updated and maintained.
• Ensure that all the Telephony solutions have documented designs that have details to network port level.
• Ensure that all Voice related attributes are monitored and that their alerting thresholds are fit for purpose, ensuring prompt resolution.
• Stay relevant with Cloud technologies.

Minimum Experience

• 3 - 5 years experience in a similar environment, of which 1 -2 years at a junior specialist level

Knowledge and Experience Required

Knowledge:
Strong knowledge and experience in supporting Contact Centre Peripherals:

• PSTN/SIP
• Contact Centre + Back-Office Voice
• Call Flows (Configuring, optimising, administering)
• Reporting (MI)
• SQL Database (Running scripts/queries)
• Automation
• IVR (Interactive Voice Response)
• Dialler Capability (Preview/Progressive/Predictive) + Campaign Administration.
• AV/VC
• Cloud Based Telephony Solutions

Experience:

• +5years experience in Telecoms.
• +5years experience in Contact Centre Telephony.
• +5years experience in Back Office Telephony.
• +1Year experience in AV/VC
• +1Year Cloud Solutions
• Administration and documentation skills.

Competencies

• Excellent Troubleshooting Skills with a sense of urgency.
• Customer Oriented.
• Be a Team player.
• Passionate and obsessed with attention to detail.
• Planning Skills - Operational and Project related.
• Ability to work under pressure and deliver timeously.
• Passionate about upskilling and Robotics + Automation
• Excellent verbal and written communication skills.
• Budget Focused.
• Good time management skills.

Process

• Identify, analyse and understand business requirements in order to support the development and improvement of organisational IT systems.
• Identify, diagnose and recommend improvements and provide specialist advice and support; ensuring that solutions are appropriate and effective.
• Research and evaluate network technology and make informed recommendations related to the purchase of network equipment.
• Advise on and ensure the effective installation, layout and maintenance of network components in an area of technical specialisation.
• Accountable for the improvement of quality, service and work outputs, continuously recommending improvements.
• Plan for the organisation of work outputs and process improvement activities in light of a specific situational context related to the area of specialisation.
• Proactively identify area of specialisation related problems, determine cause and effect and recommend the best option to implement corrective action based on previous experience.

Customer

• Provide sound consulting services and recommendations based on customer and client needs, current information and trends analyses.
• Provide specialist expertise and advice to internal/external customers, that builds strong relationships and creates a favourable impression aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to financial controls, governance and compliance policies and processes throughout an area of specialisation, contributing to cost efficiency.

Learning and Growth

• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.

• Contribute positively to human capability improvement, related to knowledge optimisation and associated with area of specialisation.
• Actively pursue and embed individual cross-skilling (T-shaping) and future-skilling (Cloud) using a growth mindset.
• Learn about, implement, participate in and mature Lean Agile Ways of Working, aligned to enterprise adopted frameworks, principles and practices.

Governance

• Comply to risk and governance policies, implement and provide subject matter input to the development of related processes, applicable to the area of specialisation.

Technical Competencies

• Research and Information Gathering (Intermediate)

• IT Network and Securities (Intermediate)
• Technical Analysis (Proficient)
• Efficiency improvement (Intermediate)
• Lean Agile Knowledge (Intermediate)

Behavioural Competencies

• Relationship Management and Networking (Intermediate)

• Problem Solving and Analysis (Intermediate)
• Professional/Technical learning (Intermediate)