Dialer/Telephony Solution Engineer Job in South Africa 2024
Dialer/Telephony Solution Engineer Job in Cape Town, Southern Suburbs Jan 2024
HomeChoice Job for Dialer/Telephony Solution Engineer Jan 2024
| Remuneration: | Market related |
| Location: | Cape Town, Southern Suburbs |
| Job level: | Mid |
| Type: | Permanent |
| Reference: | #FIC186_202412230445 |
Job description
Key performance areas
Asterisk (PBX) support
- Technical support solving Asterisk PBX related issues
- Maintain users across all Asterisk applications
- Configuration of call centre (inbound and outbound) and the applications integrated with Asterisk
- Training of administrators and /or users where required
- Actively analyse call / PBX data and live situations and identify optimisation opportunities in the contact centre and propose changes to
- Systems
- People related behaviours
- Shifts
- Call processes
Dialler support
- Create dialling strategies and campaigns in line with company strategy
- Continuously innovate to improve the performance of the dialler
- Liaise with the technical support team regarding dialler irregularities and maintain a high level of customer service
- Implement, control and evaluate calling strategies on the predictive dialler
- Campaign monitoring and troubleshooting
- Ensure compliance is continuously followed by communicating with all Supervisors and Managers
- Provide ad-hoc duties to the dialler contact centre environment as delegated by Management
- Reporting and analysis on dialler performance
Requirements
Qualifications and accreditations
- Grade 12 / Matric Certificate
- A relevant information technology qualification would be advantageous
- Avaya / Vici dialler training would be advantageous
Experience and skills
- Minimum of three years’ working experience within a telephony and technical infrastructure environment which is applicable to an inbound / outbound contact centre
- Proven record of formulating strategies and ability to effectively analyse business data
- Great understanding of the importance of an ever improving ratio aimed at reducing the cost of doing business while at the same time increasing the output of the contact centre
- Knowledge of dialler management/ownership and scenario based capacity planning for outbound
- Experience in developing and implementing strategic dialler projects that bring about system / operational efficiencies
- MS Office (specifically Excel) proficiency
Attributes and behaviours
- Analytical (production and interpretation) and effective decision maker
- Persuasive, influence and initiate action
- High attention to detail
- Excellence interpersonal and relationship building skills
- Clear and precise communication both verbal and written
- Be able to work as part of a team as well as independently
- Results, performance and deadline driven
- Ability to work well under pressure
- Patient, resilient with strong work ethic