Senior Voice Engineer

Job description / Role

Job Purpose / Role:
To design, lead development, administer, monitor, manage,operate/maintaine, install and trouble shooting contact center and corporate Voice systems IPT and IPCC .

Duties & Responsibilities:
- Administration and configuration of IP Contact Center Enterprise IPCCE.
- Administrating and Manage corporate IPT (IVR) the Call Auto attendant, Call count telephone report billing System.
- Administrations of Autonomy E-Talk voice recording system for ITC contact Center.
- Change the Call Center IVR Call Flow for any new modifications.
- Perform operational maintenance of IP contact Center.
- Respond to system ALARMS as they appear in monitoring tools.
- Planning and designing the system upgrading and development.
- Daily calls monitoring (call drops, frequency overlapping and Multi-path losses).
- Monitor and maintain system logs as required for performance evaluation & reports.
- Day by day different level of ICM script changing and adding new services at the existing ICM.
- Monitor and maintain system logs as required for performance evaluation & reports.
- Strategic VOIP / network planning and works with Customer care team to coordinate report generating, and call routing plans of business.
- Plans and manages the support of new technologies, performance, business continuity and reliability.
- Troubleshooting critical systems issues and provides the operation support 24/7.
- Preparation of test plans for testing the various components involved in contact center activity.

Requirements

Required Education Level, Skills & Abilities:
(Specific Policies, Certifications etc)
- Bachelor in Computer Engineering or Computer Science or related
- Cisco CCNP Voice Certified

Required Experience:
- 3 Yrs experience as IP Voice Engineer, Contact center administrator/Engineer.

About the Company

Integrated Telecom Company (ITC) is a Riyadh-based Saudi company established in 2005 through a consortium of local investors headed by Al-Mawarid Investment Group as a major shareholder. In return of an initial SR 300 Million investment, ITC was awarded a license by the Communication & Information Technology Commission (CITC) to provide local, national, and international data communications services.

ITC commitment to society is by providing end-users, whether corporate or individuals, with a true “Broadband” experience, offering career opportunities to the Saudi workforce and supporting all government IT initiatives. This shall help KSA cope with the new digital era and promote the investment environment for new Information and Communications Technology (ICT) applications and services.