Voice Management Senior Engineer

Valleysoft | Center of Excellence is a regional IT services provider based in Egypt, serving clients globally since 2006. The company collaborates with global partners like Oracle to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients.

Job Purpose

Responsible for the administration, maintenance, and support of the bank's voice communication infrastructure, with a focus on IP telephony, VoIP, and the bank's contact center platform. The role responsible for high availability, security, and optimal performance of voice solutions while troubleshooting and resolving technical issues to support business operations.

Job Description

• Voice Infrastructure & Contact Center Support:
• Administer and maintain IP telephony systems, VoIP solutions, SBCs, and PBX infrastructure
• Support and optimize the bank's contact center platform, including call routing, IVR functionalities, and call recording
• Ensure the quality and reliability of voice services by monitoring system health and performance
• Assist in securing voice infrastructure through encryption, authentication, and access controls
• Incident & Problem Management:
• Provide Level 2 support for voice-related incidents and service requests
• Troubleshoot and resolve voice network issues, ensuring minimal downtime
• Conduct root cause analysis (RCA) for recurring problems and suggest corrective actions
• Projects & Upgrades:
• Assist in implementing and upgrading voice solutions in alignment with business needs
• Support the integration of voice services with CRM, workforce management, and other applications
• Work with vendors and service providers for issue resolution and enhancements
  
  

Policies, Processes & Procedures

• Follow and implement all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
  
  

Day-to-day Operations

• Follow the day-to-day operations related to own jobs in the department and preparing requested reports to ensure continuity of work. Ensure being innovative, initiative and recommend new approaches related to own jobs
  
  

Compliance

• Comply with all relevant CBE regulations, banking laws, AML regulations and internal AAIB policies and code of conduct in order to maintain AAIB's sound legal position and mitigate any potential risks
  
  

Requirements

• Education & Certifications:
• Bachelor's degree in Computer Science, Telecommunications, or a related field
• Certifications such as Cisco CCNA Collaboration, Avaya, or Genesys certifications are a plus
• Experience:
• For Sr. Engineer: 3-5 years of experience in managing and supporting enterprise voice solutions
• For Engineer: 1-3 years of experience in managing and supporting enterprise voice solutions
• Hands-on experience with VoIP, SIP, PBX, and contact centre platforms
• Banking or financial institution experience is preferred
  
  

Technical Skills:

• Strong understanding of VoIP protocols (SIP, RTP, H.323)
• Knowledge of call routing, IVR, and workforce management systems
• Experience in troubleshooting voice quality issues and network-related voice problems
• Familiarity with QoS, network security, and voice system integrations
  
  

Soft Skills:

• Strong analytical and troubleshooting skills
• Ability to work effectively under pressure and meet SLAs
• Good communication and teamwork skills
  
  

Benefits

• Private Health Insurance
• Training & Development