Unified Voice Services Engineer

Department: Data, Insights & AI Products & Platforms

Location: Egypt (Cairo).

Unified Voice Services Engineer is a key member of the Unified Voice Services agile team within the Network and Communications ART. The successful candidate will be responsible for managing our commercial contact center application, SBC infrastructure, and working with the fixed telephony service provider. Additional responsibilities include providing voice designs, drive projects, potential optimization, creating technical documentation and standards, developing automation in voice area, incident/problem resolution, software, and hardware lifecycle management. Ensure that the critical contact center and voice infrastructure is secure, available, right sized, and compliant with all regulatory guidelines.

YOUR NEW KEY RESPONSIBILITIES:

• Configure, and maintain Session Boarder Controllers network, call routing, trunks and policies.
• Configure and maintain Microsoft TEAMS Direct Routing, users, call routing policies, TEAMS IP phones, analog gateways, and all standard telephony features.
• Configure and maintain Genesys PureCloud Contact Center application, including call routing, call flows, call queues, IVR, call recording, campaigns, and call surveys.
• Research innovative technologies for Contact Center.
• Assist and ticketing support with day-to-day Contact Center and fix telephony issues and support business team till their resolution.
• Lifecycle management for existing hardware - identify, budget for replacements, plan and execute hardware refresh.
• Performance and availability monitoring of PSTN connectivity (Utilizing vendor provided tools).
• Troubleshooting & Diagnostics - Call flow analysis, SIP traces, logs.
• Optimize telephony network and identify areas of improvement.
• Vendor management and service level management.
• Regular review and update of contact center and telephony documentation, designs, and inventories.
• Lead agile product enhancement request and changes in the Contact Center area.
• Maintain appropriate status of tasks and follow-up with business partners, vendors, and internal resources.
• Escalating tickets to third party vendors and suppliers. Keep ownership till final ticket resolution is provided.
• Act as a subject matter expert, participate in troubleshooting sessions related to complex problems.

ARE THESE YOUR SECRET INGREDIENTS?

• Minimum of 4 years of experience designing, implementing, administering, and supporting fixed voice infrastructure and contact center solutions in an enterprise environment.
• An associate or bachelor’s degree in information systems, or Telecommunication Technologies. Experience in key Information Technology competencies will be considered in lieu of a formal degree.
• Demonstrated experience in the management and support of:

Genesys PureCloud application and AudioCodes SBC’s (will be considered as a plus).

Microsoft TEAMS Direct Routing.

PBX systems, SIP IP phones, and analog gateways.

• Mandatory technical knowledge in:'

ISDN, SIP protocols, VoIP, RTP, Codec’s and connectivity with telecom operators.

Contact Center setup and management - users, call flows, call queues, call reporting, skill-based routing, IVR and ACD.

Session Boarded Controller management - call routing, user management

• Knowledge and/or experience are considered as a plus:

Network area - WAN, LAN, switching, routing, and firewalling

Public cloud solution - Azure and AWS

Troubleshooting tools - Wireshark or similar

• Proven record with Scaled Agile Framework (SAFe), and concepts of the DevOps model (Certifications are considered as a plus)
• Experience with ServiceNow ticketing system, understanding of ITIL processes (Incident, Problem and Request fulfillment)
• Persuasive communication and collaboration skills in an enterprise environment
• Ability to work well independently and/or as part of a team.

ABOUT YOUR NEW TEAM

We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.

We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.

We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don’t have the perfect experience. We have faith in what every person can be.

And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.

AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE

At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.