Specialist - Telephony Applications - AA/EE - Randburg

SUMMARY:
Telephony Applications Specialist

POSITION INFO:

Specialist: Telephony Applications – AA/EE - Randburg

Company requires the services of a Telephony Applications Specialist in their Technology Department, based in Randburg. The successful candidate will be expected to design, administer and manage the Company telephony applications and associated reporting.

Experience & Qualifications

• Relevant IT qualification
• Current Aspect or Siemens Certification
• 2 years’ experience in telephony
• Lync certification an advantage
• Willing to work extended hours
• Willing to travel

Duties & Responsibilities

• Design and implement Auto Attendants.
• Design and implement contact centre group and / or skill based routing, and appropriate overflows. Design and implement contact centre real time and historical reporting.
• Design and implement interaction quality management templates and influence contact centre management to obtain consistency across the organization.
• Design and implementation of workforce management strategies.
• Manage system users and route calls to telephony vendors based on best cost and performance metrics.
• Work with contact centre management to identify trends, issues, user abuse and areas for improvement.
• Measurement of system outcomes to ensure continuous improvement.
• Identify opportunities for process improvements and work with contact centre management to implement process improvements.
• Evaluate new technologies that could be implemented in the Company contact centres.
• Perform second line support for the Aspect system, Siemens System, Lync Telephony and escalate issues as necessary to third line support.
• Document and manage all 0800, 0860 and 0861 numbers and target numbers.
• Assist with billing reconciliations.
• Design and implement telephony management system reports to ensure accurate service provider billing and cost allocation.
• Design and implement, with contact centre management, telephony outbound campaigns.

NB! This job is now closed. You can apply for other jobs by uploading your CV.