Thornhill Office Park, Midrand

Vacancy: Telephony Engineer

Responsible for managing and supporting Pivotal clients on the various technologies and platforms sold and supported by Pivotal Data by proactively monitoring, identifying, investigating and resolving technical incidents.

The ideal candidate will require a strong background in investigating, identifying, troubleshooting and creating solutions within a Telephony (specifically Genesys PureConnect, Genesys Cloud and Genesys PureEngage) environment. The successful candidate will be Genesys-centric; however, they will need to have a broad understanding of how other call center technologies operate.

Key responsibilities
5 Participate in internal and customer-facing calls related to support issues.
5 Resolve support issues through investigation, replication, and troubleshooting.
5 Collect logs related to customer affecting issues and investigate the possible root cause.
5 Establish and document best practices throughout the entire technical support process and ensure service policies, procedures and knowledge base are current and well documented.
5 Respond to reported tickets and support issues within SLA or better.
5 Daily / Weekly health checks
5 Responsible for managing all procedures related to identification prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service functions.
5 Ability to interpret and trace through complex SIP call flows.
5 Interact directly with customers to obtain additional information or to provide status updates or resolutions.
5 Interact with the Genesys Platform Operations team to resolve support issues.
5 Organise and lead conference calls during customer-affecting service interruptions.
5 Become knowledgeable about all Pivotal products through training and hands-on experience.
5 Identify improvements to process and seek ways to improve customer satisfaction.
5 Complete basic change requests submitted by customers.
5 Update Knowledge Base upon resolution of a support issue to document the solution for future reference.
5 Ensure Service Level Targets for Case Response times are met.
5 Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours.
5 Attend training courses to sustain/enhance product knowledge.
5 Must be able to cope under pressure and work to stringent timelines
5 Experience in supporting contact center environments (On-premises or Hosted/Cloud-based) is preferred.
5 Analyse call and ticket data to assess customer service performance and provide statistical reports on IT GCC performance
5 Responsible for staffing capacity planning, service process design performance analysis and developing proactive resolution plans.
5 Ensures all departmental staff is adequately trained.
5 Provides consultation, advice, and direction for the 2nd tier engineers.
5 Establish and document best practices throughout the entire technical support process and ensure service policies, procedures and knowledge base are current and well documented
5 Evaluate, document and identify gaps in the current process and build remediation plans to ensure excellent customer service and availability.
5 Ensures team meets or enables the achievement of relevant IT metrics and commitments per IT business goals and objectives.
5 Responsible for the coordination and distribution of resources.
Knowledge, skills and abilities
5 Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
5 Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
5 Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
5 Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
5 Ability to maintain a high level of confidentiality and work with highly sensitive data and information.
5 Ability to work effectively in a team-oriented, high demand and fast-paced environment.
5 Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills, and time management skills to ensure that work-related activities are completed in an accurate and timely manner.
5 Must have basic math, reading and writing skills to be able to count, read instructions and document necessary paperwork.
5 Fluent in verbal and written English.
5 Ideally 3 – 5 years working experience in a Genesys and Telephony support environment.
Job specific
5 Takes on all issues, challenges and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.
5 Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.
5 Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.
5 Ability to think strategically and identify critical success factors when developing strategy and plans for assigned areas of responsibility. Ability to translate diverse pieces of information into meaningful conclusions and results.
5 Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
5 Demonstrated leadership skills to effectively develop and lead a high performing team in meeting function/department/company short-term goals and objectives. Ability to take charge and get results within a team environment.
5 Effective problem-solving skills used to identify and resolve day-to-day operations and employee relations problems.
5 Demonstrated ability to solve complex of the problem; gleans meaning from whatever date is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.
5 Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.
5 Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.
5 Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.
Other position considerations
5 Read all instructions clearly. For certain questions you will be given a time limit. Note; you must answer these questions BEFORE the time expires.
5 You should have paper, a pen/pencil and a calculator at hand.
5 Check your equipment. Check your computer and internet connection before starting, as some questions are set to a time limit and cannot be retaken.
5 If you cannot complete your profile in one sitting, you can log in again at a later stage using your email and password. Please only log off after selecting “Next” so that the answers to your last completed page are saved.
5 It usually takes approximately 1 hour to complete the profile which consists of your; personal details, educational background, experience, preferences, as well as skill testing.
5 Limit distractions. It is important that you are not distracted or disturbed. Any distractions may have a direct impact on your result.
5 Take note of the following before you being your assessment
5 If you are interested in applying for this role, please complete our online skills assessment here
5 Support and model the company values.
5 Required to read and follow all company policies and procedures.
5 Able to maintain a regular work schedule to meet the needs of the business.
5 May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations that are opened weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.
5 Travel may be required to attend work-related meetings and training sessions.