Responsibilities:
- Provide operational support for the voice/video infrastructure.
- Manage and resolve voice/video incidents and problems within stipulated SLAs.
- Maintain and manage enterprise voice & video infrastructure, including capacity planning, monitoring, and patch management.
- Plan, implement, and provide ongoing support for Avaya Voice infrastructure, Avaya/Verint Call recordings, Cisco Meeting Server, and Skype for Business voice and video collaboration.
- Manage the entire asset life cycle, including Asset Management, ID Management, Monitoring, and Configuration Management.
- Develop and maintain documentation for all voice & video systems.
- Ensure internal control discipline is maintained at a satisfactory level, as per internal and external audit requirements and local regulatory ratings.
- Gather technical requirements, develop low-level designs, and implement voice & video transformation projects.
- Plan project resources, lead project teams, and manage project timelines for voice & video transformation projects.
- Implement voice & video infrastructure projects with quality and stakeholder satisfaction.
- Review and manage all changes to ensure operational stability.
- Manage all risks and issues related to voice and video projects.
- Monitor project progress and provide reporting documents.
- Ensure project documentation meets quality standards for daily operational support.
Requirements:
- Minimum 5 years of experience leading a team to support and manage Voice and Video infrastructure.
- Experience in voice and video technologies; certifications in Skype for Business, MS Teams, or Avaya are highly desirable.
- Experience in video conferencing production equipment such as cameras, microphones, and speakers are highly desirable.
- Fundamental understanding of network technologies, especially Quality of Service (QoS).
- Experience managing voice/video operations in a suitably sized enterprise environment.
- Proven track record in managing Skype for Business and Avaya voice infrastructure.
- Operational experience in the financial sector environment is strongly desired.
- Strong team player with effective communication, presentation, and organizational skills.
- Strong situational analysis and decision-making abilities.
- Ability to challenge the status quo and drive change in business as usual (BAU) areas.
- Quality mindset with a focus on prevention to achieve zero defects.
Qualification Requirements:
- Diploma, Advanced/Higher/Graduate Diploma, bachelor’s degree, or Professional Degree in Computer Science/Information Technology or equivalent.
- Avaya certification and/or strong understanding of Avaya contact center technologies preferred.
- Skype for Business or MS Teams certification and/or strong understanding of Skype for Business technologies preferred.
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
