Multiple Roles at Altron Bytes Systems Integration

Job Description

• Key Responsibilities, Energetic person, Have great communication skills, be able to handle face to face customers, work under pressure however have a smile on their face, don't have to be technical, can handle tough questions and able to be friendly at all times, Years of experience 2 years.

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Job Description

The Junior Analyst specializes in making configuration changes on the Enterprise Data Warehouse. The person must have the ability to understand the requirements and integrate them into the design. This individual must work accurately to ensure that their configuration items are loaded onto the system without requiring rework caused by production incidents.
The Junior Analyst provides efficient design and construction of release packages to be deployed on a regular basis to production, to ensure that the Enterprise Data Warehouse reference data stays aligned with the operational systems.

It would be advantageous to read and understand VBA and or Python for the purpose of implementation of automation where at all possible.  As part of a team of analysts the person may be required to write technical documents to explain certain tasks and to do knowledge transfer to other team members.

The Junior Analyst will also be expected to do after hour production support when required. 

The candidate must have a passion for data and delivering quality solutions.

Key Areas of Responsibility

• Good SQL writing skills (queries)
• Ability to follow instructions.
• Ability to work independently as well as teamwork.
• Consciousness of time constraints (SLA)
• Understanding of Kanban and Agile methodology
• Strong Communication skills
• Technical writing experience
• Work accurately and independently
• Good working knowledge of Microsoft Windows Operating system and Microsoft Office (Excel, Word, Power point, Outlook, Teams)

Skills Required:

• Exposure to RDBMS systems or Teradata will be advantageous.
• In depth knowledge of ETL tools will be advantageous
• Python and Linux scripting will be advantageous.
• Strong Telecommunications understanding and solid experience in the area.
• Exposure to Remedy and Change and Incident Management process.
• Computer Literacy

Skill:

• Databases - Primary Skill
• Operations Skills - Knowledge
• Microsoft Office Skills - Primary Skill
• Software Development Skills - Knowledge
• Teradata Active Data Warehousing - Knowledge
• Tools – Development - Secondary Skill
• Tools – VBA - Secondary Skill
• Tools – Python Development - Secondary Skill
• Tools – ETL - Knowledge
• Tools – Linux - Secondary Skill
• Tools – Job Control and Scheduling - Knowledge
• Tools – Modeling - Knowledge
• Tools – Operating Systems/Networking - Knowledge
• Tools – Security - Knowledge
• Tools – Teradata - Knowledge

Job Related Experience Required:

• Degree or Diploma in Information Systems, 3-5 years, Essential
• ETL Design, 1 years, Desirable
• Participation in at least 1 major data warehouse project, 1-2 years, Essential
• Telecommunications Industry experience, 1-2 years, Essential
• RDBMS / Data Warehousing, 1-2 years, Desirable

Competencies :                            

• Adaptability
• Delegating Responsibility
• Tenacity
• Building Customer Loyalty
• Developing Others
• Building a successful team
• Follow – up
• Building strategic working relationships
• Initiative
• Strong team player
• Coaching
• Innovation
• Communication
• Managing Conflict
• Continuous Learning
• Contributing to team success
• Planning and Organising
• Customer Focus
• Quality Orientation
• Decision Making
• Stress Tolerance

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Job Description

We are looking for an Open based Technician who will be responsible for key accounts regarding product/service offerings, promotion, prices and deliver. May also assist regional sales managers at regional offices.

Key responsibilities

• Tech will support a Business Unit
• Need to have sound technical Skills
• Great customer experience
• Must have Troubleshooting
• Able to work under pressure

Qualifications:

• N+
• A+
• BTech/MCSE (advantageous)
• ITIL certification (advantageous)
• Dell certifications (advantageous)
• Lenovo certifications (advantageous)

Years of Experience

• 2 + years' experience in IT End user support

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Job Description

We are looking for an Open based Technician who will be responsible for key accounts regarding product/service offerings, promotion, prices and deliver. May also assist regional sales managers at regional offices.

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Job Description

The CX Engineer is responsible for the configuration, implementation, operation, and upgrading of CX software systems and associated physical and virtual peripheral components/systems.

Responsibilities

The CX Engineer utilizes software that manages solutions applications not only to guarantee performance to Genesys / CX software environments but also to better orchestrate and automate the provisioning of resources. Exercises considerable latitude in determining objectives and approaches to assignments.

The CX Engineer will provide delivery of existing and new capabilities and solutions across the CX portfolio. This role will be responsible for the analysis, planning, evaluation, implementation, and validation of innovative CX solutions.

Main Duties / Key Accountabilities:

• Perform 2nd / 3rd Genesys / CX platform support as part of existing and new SLAs
• Provide effective and efficient customer service (customer satisfaction, queries, and complaints to be resolved)
• Ensure calls are resolved within SLAs
• Execution of operational support tasks as part of a team of Engineers.
• Be a point of technical contact to provide high-quality consultancy for CX solutions to customers
• Design, create and/or troubleshoot and support CX products
• Develop, maintain, implement, and support complex CX solutions involving web services
• Contribute to the solution architectural design, amongst other disaster recovery and high availability
• Ensure complex solutions and integration projects are implemented successfully
• Automation of deployment and migration tasks
• Conducting technical Knowledge Transfer sessions for members of customer teams and for internal teams
• Contribute to the CX solutions switchovers to the production state
• Adhere to development practices and coding principles and perform Proof of concepts as needed
• Integrating Cloud with IVR, IVA, Routing, eServices, VOC, RM solutions (like Salesforce, MS Dynamics) and WFM systems
• Configuring and integrating Softphones, Call and Screen recordings and Quality Management systems
• Analytical, communication, organizational and problem-solving skills support existing and new CX customers
• Working with Cloud Technologies, Cloud Foundry, AWS, etc.
• Constant monitoring of systems
• Collect logs related to customer-affecting issues and investigate the possible root cause. Incident resolution and reporting
• Continuous refinement of system checks
• Take part in technical training sessions with all technical staff as and when needed
• Provide technical input during client meetings
• Liaise with Vendors on technical issues
• To develop and update the Site File for each client regarding the CX solutions correctly filled to the relevant business directory in accordance with corporate governance
• Maintaining system configuration and other system-related documentation
• Introduce automation into manual processes
• Respond speedily to emails or voicemails
• Quality communications all to staff
• Early warnings for potential problems/events
• Standby

Requirements: Education, Training and Experience 

• Matric and/or Technical diploma with a Telecommunication background
• General IT knowledge
• Knowledge of Windows Server, XP, Windows 7, and general desktop support issues
• 1-5 or more years of Genesys Engage and Cloud experience
• 1-5 years of general IT and Call Centre experience
• Genesys / AWS / Infobip certifications
• Strong experience in Genesys / AWS / CX Solutions
• Experience in communications with customer representatives.
• Be able to understand and analyze business needs to develop, design and deploy solutions.
• Familiarity with implementation and release management.
• Excellent soft skills – communication, teamwork, time management, stress management, and organisational skills, as well as a successful history of communication with customers
• Demonstrated technical problem-solving skills and ability to troubleshoot challenging configurations.

Personal Attributes and Skills Required 

• Ideally the candidate should have excellent communication skills and be able to handle difficult clients
• Attention to detail and strong problem-solving skills

Knowledge of any one or more of the following would be beneficial:

• Server experience
• Telephony MIS and PBX

Onsite customer support Cape Town

• Must be able to work Mondays to Fridays at the customer site in Cape Town

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Job Description

Account Operations Management 

• Identify and implement sales and business growth opportunities Drive collaboration across industries and service lines, including collaboration, performance, cross and upsell opportunities.
• Ensure the effective implementation of strategies and plans through thought leadership to ensure that the highest level of performance is achieved, and objectives are met. 
• Achievement of the monthly revenue/sales target.
• They are well versed in probing skills to uncover a Need, Pain or something to be Gained (NPG) 
• Having probed for and gained agreement on an NPG, they explore with the prospective customer the consequences of either addressing the NPG or not, thereby qualifying it as compelling (or not). Only compelling issues (NPGs) are typically actually addressed, and they understand this fundamental principal underpinning effective solution selling
• They then match appropriate solutions to these needs (NPGs), justify the benefits of their proposed solution against the benefits (or lack thereof) of other alternatives and close the business
• To check accuracy of quotes and invoices, send them to clients and follow-up on outstanding quotes, payments and invoices according OPCO’s policy and procedures
• To ensure that the agreed Personal Development Plan between manager and employee is successfully completed within the OPCO’s policy and procedure framework.
• Convert sales opportunities to wins and invoice. Track billing and survey customer satisfaction
• Source and distribute relevant thought leadership and marketing material to customers.
• Attract new relationships with new customers by supporting collaborative sales efforts. 
• Collaborate with the One-Altron group of Companies to leverage opportunities in our chosen industries.
• Actively drive and follow through on qualified opportunities. Establish ongoing productive and professional relationships with key personnel in assigned new customer accounts; and provide continuous, accurate and consistent feedback to prospective customers.
• Ensure an in-depth understanding of the business unit strategy, growth plan, value drivers (revenue and profit trends), and risks.
• Drive collaboration across industries and service lines, including collaboration, performance, cross and upsell opportunities.
• Drive retention strategy.

Governance, Risk and Business Continuity Management

• Ensure that appropriate governance systems are in place and in line with future requirements, i.e. policies, procedures and reporting structures. 
• Continually assess the competitiveness of all operations programs and practices against the relevant comparable companies, industries and markets. 
• Stay up to date of new trends and innovations in operations. 
• Establish and maintain the highest ethical standards in operations practices. 
• Ensure that the business unit is fully compliant with all Altron initiatives through conducting regular audits and taking corrective action.

External Parties and Relationship Management

• Oversee relationship with service providers and partners and ensure all the services are delivered properly, evaluate performance and report any deviations to the relevant department for any corrective actions. 

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Business Management degree or equivalent NQF 7 qualifications 

Professional Qualifications

• N/A 

Years of Experience

• At least 3 years progressive experience within a professional services business, including the demonstrated ability to manage, deliver and grow accounts. 
• At least 3 years’ experience in technology solutions sales with a documented successful track record in selling services goods and products.,si IT solutions in the relevant industry.

Other requirements

• Good Business Acumen 
• Solution Sales Methodologies 
• Relevant Industry/Domain knowledge 
• Entrepreneurial 
• Assertiveness 
• Attention to detail 
• Conflict management 
• Professionalism 
• Presentation 
• Customer relationship management 
• Healthcare Knowledge
• Active listening
• Relationship management

Behavioral Competencies

• Communicating and Informing
• Results Driven
• Intellectually capable
• Thought Leadership
• Able to speak up

Learned Competencies

• Differentiation, Justification and Powers of Persuasion
• Account Management
• Product/Service knowledge
• Selling Against Competition

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Job Description

Sales

• Lead demand-generating sales activities in the assigned market for the assigned product or service.
• Achievement of the annual revenue/sales target.
• Promote the company's products and services
• Identify sales opportunities to generate qualified leads and sustain a healthy pipeline. 

Sales Management

• Achievement of the annual revenue/sales target.
• well versed in probing skills to uncover a Need, Pain or something to be Gained (NPG)  
• Having probed for and gained agreement on an NPG, they explore with the prospective customer the consequences of either addressing the NPG or not, thereby qualifying it as compelling (or not).
• Address compelling and understand issues (NPGs)
• Effective solution selling 
• Match appropriate solutions to these needs (NPGs), justify the benefits of proposed solutions against the benefits (or lack thereof) of other alternatives and close the business
• Check accuracy of quotes and invoices, send them to clients and follow-up on outstanding quotes, payments and invoices according OPCO’s policy and procedures
• Raise new client profile in CRM.  Update CRM records to continually reflect accuracy of deal in sales phasing.
• Ensure that the agreed Personal Development Plan between manager and employee is successfully completed within the OPCO’s policy and procedure framework.
• Convert sales opportunities to wins and invoice. Track billing and survey customer satisfaction
• Source and distribute relevant thought leadership and marketing material to customers.
• Attract new relationships with new customers by supporting collaborative sales efforts.  
• Collaborate with the One-Altron group of Companies to leverage opportunities in our chosen industries. 
• Actively drive and follow through on qualified opportunities. Establish ongoing productive and professional relationships with key personnel in assigned new customer accounts; and provide

Education

Bachelor's Degree: Business Management