Head: Voice Technology

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary Lead the agile solution design, deployment & ongoing optimization & evolution of enterprise wide voice technology capabilities, infrastructure, products and services at an optimal quality & cost of tech across the estate. Job Description The Head of Voice Technology Services is a senior technical and leadership role accountable for the end-to-end management of the organization’s voice estate. This position drives the unified communications strategy, ensures operational excellence, and champions innovation through automation and modernization initiatives. The role combines deep technical expertise in voice technologies, networking, and security with strong leadership, governance, and stakeholder engagement skills. A key focus is delivering cost-efficient solutions that align with business objectives while maintaining high service quality. Core Responsibilities Voice Estate Ownership Assume full accountability for the design, deployment, optimization, and lifecycle management of all voice platforms. Align voice services with organizational goals and unified communications strategy to maximize business value. Identify opportunities for cost savings through vendor negotiations, platform consolidation, and process automation. Technical Leadership & Team Development Serve as the technical authority for all voice-related technologies and architectures. Mentor and develop engineering teams, fostering a culture of continuous learning and technical excellence. Define structured training programs and career development paths for voice engineers. Service Delivery & Operational Excellence Ensure high availability, reliability, and performance of voice services across the enterprise. Implement automation for provisioning, monitoring, and troubleshooting to improve efficiency and reduce operational costs. Oversee incident management, root cause analysis, and proactive maintenance strategies. Security, Compliance & Governance Apply security best practices across voice platforms, including encryption and authentication. Ensure compliance with regulatory requirements and internal governance frameworks. Conduct regular risk assessments and audits to maintain a robust security posture. Integration, Collaboration & Stakeholder Engagement Partner with business leaders and technology stakeholders to align voice and video initiatives with strategic objectives. Integrate services with contact center platforms, hybrid collaboration tools, and cloud environments. Ensure seamless interoperability with Microsoft Teams, Webex, Yealink endpoints, video conferencing systems, and other UC platforms. Communicate effectively with stakeholders to influence decisions and secure buy-in for transformation initiatives. Technical Expertise Advanced knowledge of: Session Border Controllers (SBCs) for SIP trunking and security. LAN/WAN networking, QoS, routing, MPLS. SIP protocols, RTP, and voice codecs. Video conferencing technologies and protocols (H.323, WebRTC, video codecs). Hybrid voice and video solutions combining on‑prem and cloud. Familiarity with automation tools for provisioning and monitoring. Required Skills & Experience 10–15 years in voice/video technology roles, with at least 3–5 years in a leadership or specialist capacity. Expertise in VoIP, SIP, SBCs, PBX systems, and video conferencing platforms. Strong knowledge of networking fundamentals, QoS, MPLS, and security protocols. Experience with Microsoft Teams, Webex, Yealink, and contact center technologies. Proven ability to mentor and develop technical teams while driving cost optimization and stakeholder engagement. Education Bachelor's Degree: Information Technology Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised #J-18808-Ljbffr