Specialist: Telephony Application at Capitec Bank

Purpose Statement

• To provide highly specialised skills, knowledge, and technical support towards the maintenance and enhancement of the Capitec Telephony infrastructure.
• Provide support to users at campus, branches and contact centres (Retail and Business Bank), and identify enhancements / improvements to the telephony service offering.
• Develop and integrate a world class smart telephony system with other applications and platforms, and provide technical oversight to first and second line support.
• Escalate and ensure resolution of telephony issues.

Minimum

Experience

• 5 years in a telephony application capacity (voice-over IP)
• Service support experience
• Contact Centre support experience

Ideal

• 5+ years telephony application experience
• Exposure to AWS connect
• Experience in working with SQL

Qualifications (Minimum)

• A relevant tertiary qualification in Information Technology - Computer Science or Information Technology - IT Engineering

Qualifications (Ideal Or Preferred)

• Bachelor's Degree in Information Technology - Computer Science or Information Technology - IT Engineering

Knowledge
Minimum

• Telephony implementation principles
• Networking fundamentals
• Basic service support protocol
• Contact centre knowledge
• Relevant legislation (POPIA, GDPR, PCI)

Ideal

• Root cause analysis
• Severity problem resolution

Skills

• Attention to Detail
• Communications Skills
• Influencing Skills
• Interpersonal & Relationship management Skills
• Problem solving skills

Conditions of Employment

• Clear criminal and credit record