Team Description & Purpose of Role

IT Operations team provide end-to-end support for all IT services available to internal users. The team maintain key internal IT systems including voice and deliver new solutions according the business needs. Voice responsibilities are covering all voice platforms used to support standard office users and customer facing departments with call centre functionalities. Video platforms support is shared with internal video support teams.

Job Responsibilities

- Define internal voice platform design (VoIP) and participate on its implementation 

- Analyse trends and resource forecast, plan future needs according to estimates 

- Consult hardware and software parts configuration – participate on cross-functional projects 

- Coordinate new systems testing and implementation, handover to production use 

- Cooperation with internal departments and external voice and IT service vendors – preparation of technical documentation 

- Lead projects in Voice/IT area 

- Create documentation relevant to all project and system changes to keep the systems under control; all the work is presented to managers, internal customers and other cooperating departments 

- Participate on critical emergencies in voice platform 

- Provide all work in accordance with security procedures and policies 

- Other responsibilities related to the job directly ask by the supervisor

Experience Required

- Previous experience large distributed voice architecture, VoIP, PBX (at least 5 years) 

- Good knowledge of IT development standards and IT development programme management. 

- A good understanding of voice business, trends, and consumer concerns/issues 

Technical knowledge: 

- General knowledge of VoIP environment. (H.323 and SIP) 

- Knowledge of Avaya CORE- Avaya CM 6.x 

- Avaya 

o PBX programing 

o Contact Centre, Call routing, vectoring, ACD, IVR, CMS, Witness 

- IP and data networking experience 

- Microsoft AD, Windows Server, Skype for Business 

- Linux an advantage

Person Specification

- Formal IT or Engineering qualification an advantage 

- Ability to understand complex environment 

- Ability to quickly adapt to new business requirements 

- Good diagnostic skills 

- Good communication skills 

- A good project leading skills 

- Customer oriented person 

- Fluent English