IT Communications Specialist

3 days ago

Cape Town, South Africa Truworths Full time

**Key Responsibilities**: Ensuring the correct functioning of the Avaya communications platform and Presence call center from a technical perspective Second and third line call center fault resolution and trouble shooting Administering new users from our Credit Operations area on the Avaya and Presence platforms Logging, following up and resolving Vodacom / Avaya / Presence incidents and service requests Administering the Truworths dialing plan Administering daily system checks in the area (Voice logging, system operations, and file transfers) Ensure SLA’s are met with both business and Vodacom Conducting regular and periodic system audits Support the process of creating a strategy for developing future Call Centre systems Partner closely with Credit Risk and Credit Services business units where they require communications input for their systems Assisting with the rollout and administration of Voice Over IP in the Truworths Environment Assisting with the administration of GSM fixed and mobile devices in the Truworths environment
**Qualifications and Experience**: Post matric qualification in communications and / or IT type infrastructure (A+, N+ or similar) Avaya Professional Design Specialist or system specialist is an advantage but not essential Avaya / Presence Call center experience IT customer support experience 2 years’ experience in a corporate environment working with Avaya / Presence and / or call centers Past experience in working with 3rd party vendors (eg Telkom, Vodacom) TECHNICAL Essential Competencies - Clear articulation of the business goal behind the creation of the communications and call center environment - Technical understanding of the principles of telecommunications and call centers with an emphasis on predictive dialing - Previous experience administering Avaya and Presence and telecoms devices
**Competencies**: BEHAVIOURAL - Deadline orientation in a highly pressurized working environment - The strong ability to multitask (multiple simultaneous service requests and incidents) - Strong communication skills and ability to provide feedback to all levels of management - Lateral approach to problems - Adaptability in terms of working individually or as part of a team as both scenarios will be

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