Solutions Engineer â Omnichannel

Solutions Engineer â Omnichannel & Unified Communications (Customer-Facing)ÂAbout the Role Are you a passionate technical engineer who thrives on solving complex challenges, engaging directly with customers, and creating impact through next-generation communication technology? ScopServ Integrated Services is looking for a Solutions Engineer, Omnichannel & Unified Communications to join our high-performing team.Youâll play a pivotal role in designing, implementing, and supporting Omnichannel Contact Centre and Unified Communications solutions across a diverse customer base, ranging from SMEs to large enterprises. This is a hands-on, customer-facing role where youâll lead solution design, manage advanced technical escalations, and work closely with high-profile corporate clients. A high level of emotional intelligence (EQ) is essential, as youâll engage directly with executives, project managers, and technical teams, often in critical, time-sensitive environments where clarity and composure are key. Key Responsibilities Solutions & Delivery Design, implement, and integrate Omnichannel Contact Centre and Unified Communications solutions across voice, messaging, CRM, and API layers. Lead discovery sessions, solution presentations, and proof-of-concepts with clients ranging from SMEs to enterprise-level organisations. Deploy, configure, and optimise VoIP/SIP systems and PBXs (Asterisk advantageous), including SIP trunking, dial plans, routing, and SBC configurations. Architect secure network topologies (LAN/WAN, VPNs, firewalls, routing, QoS) to support reliable, high-availability communications. Manage and optimise Linux and Windows servers across on-prem and cloud environments (AWS, Azure, VMware, Hyper-V). Technical Leadership & Escalation Management Act as the final escalation point for complex technical challenges across contact centre, UC, and infrastructure layers. Conduct deep-dive root cause analyses and implement lasting resolutions to enhance system stability. Mentor support engineers and share expertise to strengthen internal capabilities. Collaborate cross-functionally with Support, Projects, and Professional Services teams to ensure consistent, high-quality solution delivery. Customer Engagement & Relationship Management Build and maintain strong, trusted relationships with customers across all business tiers, from SMEs to enterprise accounts. Interact with senior executives and stakeholders, translating technical language into meaningful business outcomes. Demonstrate strong interpersonal and emotional intelligence (EQ) when handling sensitive, escalated, or business-critical client situations. Maintain a proactive, customer-first approach to every engagement, continually seeking ways to enhance service quality and responsiveness. Requirements 4â6+ years in systems, infrastructure, or voice engineering within a customer-facing or enterprise environment. Strong Linux administration (essential), with solid Windows server management experience. Proven experience in VoIP, SIP, and PBX systems (Asterisk, SBCs, SIP trunking, call routing). Expert understanding of networking fundamentals (LAN/WAN, VPNs, VLANs, QoS, routing, firewalling). Experience with virtualisation and cloud platforms (VMware, Hyper-V, AWS, Azure). Knowledge of APIs (REST/SOAP), JSON/Bash scripting, and Postman for integration and diagnostics. Exposure to Omnichannel and UC platforms such as QContact, XCally, Roger365, or similar is highly advantageous. Exceptional communication and presentation skills â able to engage confidently with executives and high-level corporate customers. High level of emotional intelligence (EQ) and customer empathy. Experience working with diverse clients from SME through to enterprise environments, understanding their different needs and complexities. ITIL familiarity and structured troubleshooting or change management processes (advantageous). Basic SQL knowledge for performance queries and troubleshooting (beneficial). Why Join Us Join a dynamic, forward-thinking team thatâs reshaping customer engagement across Africa.ÂÂAt ScopServ Integrated Services, we deliver cutting-edge Omnichannel and Unified Communications solutions that empower organisations of all sizes from growing SMEs to multinational enterprises â to connect smarter, serve faster, and communicate better. If youâre a hands-on problem solver with strong technical acumen, customer empathy, and the ability to engage confidently across every level of business, this is your opportunity to grow, innovate, and make a real impact.