Project Governance Manager

5 days ago

Pretoria, Gauteng, South Africa Associated Ambulance Full time

Job Description Summary: We are seeking an experienced and highly skilled Senior Voice Engineer for our client. The Engineer will be responsible for designing, implementing, and maintaining enterprise voice and unified communications (UC) solutions.

This role involves leading initiatives to enhance voice infrastructure, ensuring high availability, security, and optimal performance.

Key Duties & Responsibilities:

  1. Design, implement, and manage enterprise voice and unified communications solutions.
  2. Configure and maintain VoIP platforms, SIP trunks, and PBX systems.
  3. Develop and maintain High-Level Design (HLD), Low-Level Design (LLD), and As-Built documentation.
  4. Ensure seamless integration of voice solutions with collaboration tools such as Microsoft Teams, Cisco Webex, and Zoom.
  5. Monitor and analyze voice network performance to identify and address quality and reliability issues.
  6. Conduct troubleshooting and root cause analysis for voice-related incidents, including call quality, latency, and connectivity problems.
  7. Implement voice security measures, including encryption, fraud detection, and compliance with industry standards (e.g., PCI DSS, HIPAA, GDPR).
  8. Work with cross-functional teams to deploy and optimize call center solutions, IVR systems, and contact center applications.
  9. Research and recommend emerging voice technologies to enhance service offerings and user experience.
  10. Ensure compliance with IT policies, procedures, and service-level agreements (SLAs).
  11. Provide technical guidance and mentorship to junior voice engineers and support teams.

Requirements: Skills and Experience (3+ years required):

  1. Strong expertise in VoIP technologies, including SIP, RTP, and QoS.
  2. Hands-on experience with Cisco Unified Communications Manager (CUCM), Call Manager Express (CME), and Unity Connection.
  3. Proficiency in configuring and troubleshooting Session Border Controllers (SBCs) and voice gateways.
  4. Knowledge of Microsoft Teams Phone System, Direct Routing, and Operator Connect.
  5. Experience with Cloud-based VoIP solutions such as Cisco Webex, Zoom Phone, and RingCentral.
  6. Understanding of voice security protocols, encryption techniques, and toll fraud prevention.
  7. Strong troubleshooting skills for QoS, jitter, packet loss, and latency issues.
  8. Familiarity with SIP trunking, PRI, and PSTN connectivity.
  9. Experience with contact center solutions, including IVR, call routing, and CRM integrations.
  10. Knowledge of networking fundamentals, including VLANs, firewalls, and IP routing.
  11. Experience with monitoring tools such as SolarWinds, Wireshark, and Cisco RTMT.
  12. Ability to work with PowerShell and Python for automation and scripting.

Desirable Certifications / Skills / Experience:

  1. CCNP Collaboration or higher.
  2. Cisco CCIE Collaboration (preferred but not essential).
  3. Microsoft Teams Voice Specialist certification.
  4. Experience with SBC vendors such as AudioCodes, Ribbon, and Oracle.
  5. Understanding of SIP peering, ENUM, and E. numbering plans.
  6. Experience in presales solution design (preferred but not essential).

Attributes:

  1. Strong analytical and problem-solving skills.
  2. Excellent troubleshooting abilities under pressure.
  3. Ability to work independently and within a team environment.
  4. Effective communication and customer-facing skills.
  5. Detail-oriented with excellent documentation skills.
  6. Willingness to work outside normal business hours when required.
  7. Enthusiastic and eager to learn new technologies.
  8. Ability to handle multiple projects and meet strict deadlines.
  9. Strong sense of ownership and accountability.
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