Voice Technical Delivery Manager

Job description / Role

Deliver VOIP and collaboration solutions to help drive innovation with all areas of the business. As a customer interfacing contact he/she will have relevant experience as an engineer/architect in planning, implementing, designing and supporting Cisco Collaboration technologies.
- Responsible for all Cisco Unified communications applications (CUCM, CUC, CUP, VG, UCCX and VCS) installation, configurations and troubleshooting.
- Providing integration for VOIP solutions, mobile applications, payment channels, self service, CRM and Omni- channel platforms.
- Implementing test plans, migration plans & delivery plans and training on new solutions.
- Leading the Project implementation from end to end from a technical perspective.
- Proposing the architecture and design of new software applications for existing and perspective clients.
- Coordinating with application vendors and other stake holders for the implementation of software applications.
- Managing technical team and resources for customized project implementation.
- Ensuring the smooth SDLC of application development.
- Troubleshooting the technical issues with Cisco UCCE platform aswell as CRM, CTI, IVR and other application tools.
- Managing the version control system for customized applications.
- Participating in development, debugging, testing, bug fixing, and SIT, UAT and production deployment.
- Responsible for Implementation & POC & collaboration, planning and capacity management of large enterprise multi-site telephony and multi-channel environments.
- Work with clients to identify technical requirements for Unified Communications and complex migration strategies.
- Perform network readiness and current state telephony assessments around capacity management, licenses, and overall infrastructure availability.
- Researching new technologies to drive innovation and efficiency throughout the organization.
- Provide VOIP & hosted solutions geographically to different sites using international best practices.
- Provide VOIP Business continuity and disaster recovery solutions.

Requirements

- CCNP-Collaboration/CCNP-Voice certification is strongly preferred; minimum of CCNA-Voice is required
- VoIP protocols such as SIP, MGCP, SCCP, H.323, RTP/SRTP, QoS
- Large scale Unified Communications design skills
- Required expertise and experience with Cisco Call Manager, Dial Plan Design and UCCX,
- Candidate must have excellent verbal and written communication skills.
- Strong analytical and troubleshooting skills. Able to determine problems and deliver known solutions with a high level of customer satisfaction.
- Minimum of 8 years’ experience delivering contact center services in a Cisco Enterprise environment including the following: Cisco voice gateways, CUIC, VXML, CVP, CTI, ICM, Cisco Call Manager & Cisco Finesse & Jabber.
- Skills in CRM integration, IVR and CTI development are mandatory.
- Skills in JAVA, JEE, PL SQL, HTML, Ajax, JSF, JPA, XML, IVR, CTI, CVP, WebService and Jasper.
- Knowledge of cutting edge SDLC processes like Scrum and Agile.
- Knowledge of Payment Systems
- Strong Leadership and coordination skills.

About the Company

Silah Gulf (Silah), is a premium, multi-award winning customer experience solutions provider headquartered in the Kingdom of Bahrain. Silah was launched in 2009 as a Joint Venture in the Middle East region by Bahrain’s eGovernment Authority and UK based Merchants (Dimension Data) and has operations in Bahrain, Kuwait and Saudi Arabia.

We are a gateway to a network of BPO, training, consulting and technology experiences and best practice that spans the globe. Our operational centers expand from the GCC to South Africa offering multilingual capability and various skill sets supporting our client contact experiences. We are customer experience specialists with 30 years of success in customer management, over 3,000 contact centre projects delivered worldwide and a network of 5,000 skilled people. In the GCC we operate with a workforce of over 800 professionals supporting clients throughout the region in the Telecom, Banking, Government, Retail, FMCG and Travel industry.