Senior Engineer- Messaging & Collaboration (Emiratised Role)

Job Description

Job Descriptions:

The Telephony and Communication engineer will be responsible for maintaining the availability, reliability and integrity of the Telephony and Collaboration services.

JOB PURPOSE:

This position is responsible for providing Solution Design, implementation, administration expertise and support of all aspects of the Telephony and communication products for the local head office and international branches while ensuring the efficient, stable, reliable, and secure operations of the respective business services.

The role will ensure the availability and reliability of the supported infrastructure and applications by analyzing and resolving problems as well as monitoring and maintaining the overall performance of the various supported components. Furthermore, the Telephony and Communication engineer will ensure the implementation of the agreed architecture and security standard configuration, performance tuning, system hardening as well as support the full lifecycle management of the Telephony, communication, and collaboration services.

The role requires a strong background in the implementation, management, and support of telephony and communication products from multiple vendors including Avaya, Microsoft, Audio Codes etc.

Important skills such as problem-solving skills, analytical skills, reporting, planning, designing and organizational skills are required as part of this role.

Qualifications

• 5-10 Years of Experience in IP Telephony, Call Recording, Call Billing, IVR, Reporting and collaboration Infrastructure:
• Ability to plan, design, configuration, and implementation of Telephony related infrastructure.
• Develop and implement configurations in line with the Banks policies as they relate to the telephony environment including the PABX, Avaya Aura system manager, session manager, communications manager, voicemail, media servers, and other telephony components.
• Server Capacity Planning, Requirement Gathering, System Commissioning and Decommissioning
• Vendor management and escalation
• Root cause analysis with timely resolution
• Maintain and Support the Telephony software and hardware infrastructure & supporting the system patching and life-cycle management
• Work as integral part of project team to implement Telephony and communication services and act as liaison to provide necessary configuration support for various adjunct equipment such as IVR applications, CMS reporting, Call Recording, SIP services and others.
• Extend the required support for end users to resolve issues relating to the Telephony services.
• Maintain up-to-date documentation and inventory of the Telephony Infrastructure and associated components.
• Coordinate and collaborate with Infrastructure support, network engineering, business application, and database administration functions to ensure the prompt resolution of issues in line with the defined SLAs.
• Work with various stakeholders to support development of strategies and deliver service improvement initiatives to enhance availability and reliability of the Voice & Collaboration infrastructure.
• Provide expert technical advice, analysis and recommendations, build relationships across key stakeholder groups, and identify opportunities to meet the business goals and objectives.
• Act as subject matter expert contributing to design and review of new server systems, applications, and all associated components within the Voice & network environment.
• Support the execution of all business and IT projects as they relate to deliverables within Voice & collaboration.
• Ensure compliance with corporate / security policies and governmental regulations, and manage interaction with internal and external auditors, as needed.
• Maintain an accurate, detailed and up to date inventory of all managed assets.