Unified Comm Implementation Engineer at MiWay Insurance Limited

What will you do?

• At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" - but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans... by you.
• This is why we focus on our clients’ needs; finding new ways to simplify their lives and how they do things. We give them products, services and solutions that enable them to live and enjoy life on their own terms – in their own way.
• Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

Role Overview

• The Unified Communications Implementation Engineer / Solutions Architect is responsible for designing, implementing, and supporting enterprise-grade collaboration, telephony, and contact center solutions. This role blends technical design expertise with hands-on deployment, ensuring customers receive robust, scalable, and secure UC platforms aligned to business requirements.
• The ideal candidate has strong architecture-level understanding of UC technologies, excellent troubleshooting skills, and the ability to lead UC transformation projects from planning through operational handover.

What will make you successful in this role?

Soft Skills

• Excellent communication and ability to translate technical concepts to non-technical stakeholders.
• Strong documentation and architectural diagramming ability (Visio/Draw.io).
• Stakeholder engagement and client-facing confidence.
• Project ownership mindset; able to lead while collaborating with cross-functional teams.

Qualifications

• Degree in IT/Computer Science or equivalent experience.
• Relevant certifications beneficial: 
• Genesys Cloud Certifications (GCP)
• ITIL Foundation

Key Responsibilities

• Solution Architecture and Design
• Architect end to end Unified Communications solutions based on business requirements and technical best practices.
• Produce detailed HLDs (High-Level Designs) and LLDs (Low-Level Designs) covering voice, video, messaging, presence, SBC, and network dependencies.
• Conduct discovery workshops, requirements analysis, and technical assessments.
• Advise on UC platform selection, migration strategy, scalability, resilience, and integration approaches.

Implementation and Deployment

• Deploy and configure UC solutions such as Microsoft Teams Phone System, Genesys Cloud, or similar platforms.
• Configure, dial plans, routing rules, call recording policies and security policies.
• Perform number migration/porting, voice gateway configuration, call flow routing and IVR design
• Integrate UC systems with third party systems

Technical Delivery and Project Execution

• Lead technical deliverables across the full project lifecycle: design → build → test → cutover → support handover.
• Prepare and maintain implementation documentation, configuration guides, and operational runbooks.
• Conduct UAT, and environment validation.
• Provide escalation-level troubleshooting for complex solution issues.

Operational Excellence and Support

• Provide 3rd line support for UC environments and complex incident resolution.
• Optimize environments through monitoring, reporting, and performance tuning.
• Mentor junior engineers and provide technical leadership to implementation teams.
• Ensure solutions adhere to security standards, compliance requirements (PCI, POPIA, GDPR), and company governance frameworks.

Required Skills and Experience

Technical Skills

• Strong expertise in at least one Contact Centre Solution: 
• Microsoft Teams Phone / Direct Routing / Operator Connect
• Genesys Cloud or other CCaaS platforms
• Genesys Pureconnect 
• NICE
• Connex One 
• Avaya Aura

Solid understanding of: 

• SIP, RTP, SRTP, QoS, SBCs, VoIP architecture
• PSTN technologies (SIP trunks, PRI, DID routing, E911)
• Network fundamentals (LAN/WAN, firewall rules, NAT, VPN, DNS, DHCP)
• Identity/SSO: Azure AD, SAML, OAuth, SCIM
• Monitoring tools & packet analysis (Wireshark, SBC logs, RTCP stats)
• Strong understanding of RESTful APIs, JSON structures, authentication and integration patterns. 

Preferred Experience

• Cloud migration projects (on-prem → cloud).
• Contact center integration (Genesys / NICE / Five9).
• Voice Recording, Compliance, and Quality monitoring tools.
• Working knowledge of SQL, APIs, AD beneficial
• API/Scripting experience (PowerShell, Python, REST APIs).

Travel Requirement

• Ability to travel to multiple office locations

Location and Work Environment

• Hybrid / Remote / On-site options based on company requirements.