Specialist: Application Support

2 weeks ago

Cape Town, South Africa Vodafone Full time

**.**:
**When it comes to creating a place where everyone is welcome, we're number 1.**

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.

**Role Purpose/Business Unit**:
Are you ready to join Vodacom’s exciting world of Digital IT and become part of a high performing, dynamic technology team? With our customers at the heart of our purpose, you will be part of the evolution of our IT technology landscape, harnessing the latest technical innovations available.
The contact centre systems engineer is responsible for delivery and support of robust and scalable contact centre and Digital Care solutions. The Engineer responsibilities: Design, implementation and testing of Contact Centre channels solution components. Collaboration with other contact centre teams (Engineering, Operations, Business, Development and carries out upgrades and new feature deliveries, establish monitoring and alerting practices, participate in customer service configuration and scaling, ensure continuous service uptime and availability, participate in addressing customer issue resolution. Design, implementation and testing of automated solution deployment. Development of automated tests and Health Checks. Development of availability dashboards and reports for Operations. Analyze customer issues and requests and improve MACD process by defining product enhancements for better self-service.

**Your responsibilities will include**:

- Deploy solutions according to module designs and deploy using delivery pipeline
- Execute unit and integration tests; support testing against user and technical story acceptance tests
- To act as a technical liaison between development and the Operational teams and to ensure the required support from all areas to ensure delivery of quality solutions.
- Manage incidents and problems as level two and level three support
- To maintain, re-evaluate, optimise or automate existing business processes
- To create reports and feedback to executive and line management
- Responsible for supporting service teams operating in a microservices architecture.
- Monitor, troubleshoot and manage production, testing and development environments. Build and maintain highly scalable, large scale deployments in AWS, globally.
- Recommend new technologies as components of a solution when appropriate.
- Take ownership of features beginning to end: from documents reviews to acceptance testing and deployment.
- Rotating 24/7 on-call support - along with the service owners.
- A pro-active problem solver, and 100% self-motivated.
- You can context-switch between multiple projects / codebases / concepts with ease.
- Understand use the best tools for the job, and always think about the future (at scale) when reviewing solutions.
- Experience working with open source projects, ideally with a history of contributions.
- Understanding the fundamentals and importance of code, quality, and performance metrics.
- Detail oriented and systematic.
- Strong diagnostic, troubleshooting and fault resolution skills.
- Excellent communication skills
- Object-oriented programming experience, for example in Python or Java.

**The Ideal candiddate for this role will have**:
**Must have technical / professional qualifications**:

- Matric / Grade 12 essential
- 3 year degree or diploma in IT, Engineering, Computer Science or relevant field
- 3 + years relevant experience of which a minimum of three years Infrastructure/Automation/DevOps experience
- Familiarity with troubleshooting software on Linux and Windows Server
- Professional experience and knowledge of the Telecommunications industry preferred
- Verint experience and knowledge is preferred

**Core competencies, knowledge and experience**:

- Unit, integration, and static code analysis testing
- Architectural element testing e.g. APIs
- System incident and problem management
- Extensive knowledge of Contact Centre solutions and products
- Extensive experience with troubleshooting contact centre product issues, determining root cause and method of addressing issues

**.**:

- Extensive experience with configuring contact centre solutions
- Continuous integration and continuous delivery methodologies and tools
- Cloud-native architectures, including public cloud PaaS / IaaS, micro-services architectures, API
- Highly cross-functional and able to swap and perform adjacent roles at short notice
- Flexibility to deal with changing projects and priorities in a short space of time
- Strong problem solving skills and ability to learn new methods and processes
- Strong relationship building, persuasion, and collaboration skills that drives internal-and cross-team constructive feedback and support
- Strong communications skills, with the ability to distil difficult technical concepts into simple and actionable modules
- Strong time-management skills, with the ability to juggle multiple balls, and comfortable working under pressure
- Willingness to track, assess, and inco

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