Job Description/RequirementsDuties & Responsibilities• Responsible for designing, implementing and operating contact centers or telecommunication infrastructures solutions within an enterprise environment• Deploy, upgrade and supporting of Enterprise Voice solutions.• Develop and implement integration of enterprise contact center solution to customer relationship management solutions.• Develop solution designs for enterprise voice and contact center solutions.• Provide support for voice infrastructure and underlying data network.• Maintain standard operating procedures and associated documentation with regards to solutions design, deployment, upgrades and support.• Development of customized voice applications/solutions using orchestration designers, custom report builders and API integrations.• Identify client requirements and design questions required to enable the required integration services for contact center solution to other third party applications.• Provide the Project Manager with the details of tasks and their completion dates. Also outline system acceptance tests and User Acceptance Tests (UAT) that will demonstrate the integration has been completed successfully to validate success leading to Customer approval.• Implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience• Develop expert level knowledge and skills on technologies focusing on Voice, Video, SIP, Interactive Voice Recording (IVR), Session Border Controllers (SBC), Media Gateways, contact center deployments, automations and integrations.• Troubleshooting of complex voice & contact center systems technical problems and provide innovative suggestions for solutions. Identify inefficiencies and make suggestions for process improvements.• Using provided Toolkit .NET SDK to develop custom applications to extend the capabilities of voice applications including contact center applications.• Make recommendations and suggestions based on knowledge, research, and innovation for process improvements.Relevant Skills & Experience• Contact center developer working with leading contact center technology platforms and applications, such as Ameyo, Mitel, Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.• Hands-on experience working on the design, and deployment of contact center solutions at scale• Experience deploying enterprise CRM solutions and integrating to third party applications using APIs• Broad understanding of Voice, Video technologies, Voice related networking technologies & protocols• In depth understanding of enterprise contact center operations in a busy contact center environment.• Experience with orchestration application tools to build business process workflows, customized reports.• On-premise and cloud virtual environment setup and support experience• Hands-on experience deploying IP telephony solution in an enterprise setup.• Solid understanding of TCP/IP network protocols, including common application protocols; SIP, DNS, DHCP, VoIP, RTP, RTCP, H.323 etc.• Experience with Network Traffic Analysis tools like Wireshark, NetFort, LANGuardian, Manage Engine NetFlow Analyzer, Nagios etc.• Good understanding and hands-on experience of Microsoft server, Microsoft SQL, Microsoft IIS services and Microsoft Windows environment• Hands-on deploying application to the cloud is and added advantage• Software / DevOps experience with integrating contact center platforms, CRMs, WFMs is an added advantage• Basic understanding of security technologies including firewalls, antivirus, spyware, SPAM management, and VPN is an added advantage• Analytical and critical thinking required• Effective time management skills to work with multiple external customers concurrently• Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations• Self-motivated, with keen attention to detail and excellent judgment skills• Ability to prioritize and drive to results with a high emphasis on qualityDeadline for submission of Applications is14th November 2021Only shortlisted candidates will be contacted.
3 weeks ago Jobs Offers Nairobi 87 views
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