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Sykes Cairo - Digital Call Recording and Dialer Engineer I – Remote

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Dear All,


We are currently recruiting for the position of for the Digital Call Recording and Dialer Engineer I – Remote. Sykes Cairo Site.

Job Description is attached below,

Applicants who meet the below criteria and are interested in applying, please send:

1)Latest CV
2)Motivation letter on why you want to apply for this position and how you see yourself as the best candidate

to myself “Azza Abdel Basset “(recruitegypt@sykes.com), by COB 23rd June 2011.









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GENERAL PURPOSE:
Designs, administers, and serves as the maintenance escalation for the operational and administrative activities for the call recording and dialer infrastructure. Responsible for engineering, designing, deploying, and testing call recording and dialer infrastructure. Provides consultation and direct technical support in life cycle planning, developing design proposals, problem management, integration, and system configuration. Responsible for project planning and designing scalable digital recording and dialer infrastructure solutions to meet business requirements for high availability telephony network. This includes detailing current and future requirements, planning analysis, project design, cost, and personnel resource estimation for project implementation. Ensures digital recording and dialer performance and availability to meet enterprise objectives for timely service restoration and tuning. Develops and defines digital recording and dialer standards, practices, and processes.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

Adheres to SYKES policies on ethics and integrity.
-Researches/assesses available call recording and dialer technologies in relation to the enterprise’s current and future needs.
-Keeps abreast of industry and technology trends, and available products and services.
-Evaluates and recommends specific products and platforms to provide cost effective solutions that meet architectural requirements.
-Performs capacity planning and application analysis for call recording and dialer performance and sizing.
-Provides comprehensive call recording and dialer designs (cost estimates, product recommendations, configurations, and implementation plans) for capital and operating projects.
-Works on multiple technical projects, as assigned.
-Coaches and provides guidance to call recording and dialer technical and support staff as appropriate, as part of team-based activities.
-Provides technical support, as needed, to the enterprise.
-Creates and maintains technical drawings and support documentation of the enterprise call recording and dialer infrastructure.
-Participates in severity 1 issues, working with the Original Equipment Manufacturer (OEM) on remediation and root cause analysis to quickly recover from any call recording and dialer service interruption, and to prevent recurring problems.
-Responsible for the function, supervision, and coordination with outside vendors for the proper design, monitoring, maintenance, and configuration of call recording and dialer infrastructure.
-May perform other additional duties and responsibilities as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
-Experience with TantaComm, CallCopy, Nice or Witness digital recording systems.
Experience in call center technology, Avaya PBX (Private Branch Exchange) systems, Avaya ACD (Automatic Call Distributor) systems, Predictive dialers, and call recording platforms.
-Experience with Aspect UIP and Siemens predictive dialers.
-Working knowledge of UNIX and Linux
-Working Knowledge in the general areas of IP networking, enterprise voice solutions, and VoIP technology IPSec, TDM Voice, VoIP CPE, soft switches, -Session Border Controllers, routers, and firewalls. Specific knowledge in areas of, screen recording, voice recording, station side TDM/Voip is required.
-Familiarity with PBX/ACD integration relating to call recording and dialers is required.
-Familiarity with Inbound /outbound (blending) concepts required.
-Ability to provide on site and on call 7x24x365 global support, as needed.
-Travel to domestic and international locations may be required.
-Communication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level.
-Integrity and Trust - Involves being widely trusted, being seen as a direct, truthful individual, can present the unvarnished truth in an appropriate and helpful manner, keeps confidences, admits mistakes, and doesn’t misrepresent him/herself for personal gain.
-Teamwork - Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer.
-Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs.
-Dedication - Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes to get things done.
-Flexibility - Is open to change, enjoys the challenge of unfamiliar tasks, anticipates and adjusts to problems and roadblocks, is not thrown off when things change, can flex to future consequences and trends appropriately.
-Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, can see hidden problems, is excellent at honest analysis, looks beyond the obvious and doesn’t stop at the first answer.

EDUCATION and/or EXPERIENCE
Associate’s degree in an IT field, in addition to four years applicable experience in call recording and dialer systems or network design and installation, or an equivalent combination of education and work experience. Knowledge of telecommunications networks and environment, excellent communication skills, analytical ability, strong judgment, and the ability to work effectively with client and IT management, staff, and vendors is preferred.

Updated 17-06-2011 at 08:15 PM by Sykesegypt

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  1. omegammm's Avatar
    god bless you

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