Voice Engineer

To design, implement, maintain and optimize the voice infrastructure and telephony systems that support CCI’s call centre operations. Ensures high-quality voice services, network security, and seamless client communication.

Responsibilities:

• Design, implement, and maintain call centre, voice infrastructure, including Ameyo, Vital PABX, Genesys, Vicidial, and Issabel systems.
• Configure and integrate Cisco Unity Connections and IVR systems to meet business needs.
• Liaise with service providers for telephony system programming and ISDN trunking.
• Oversee the provisioning of voice services in collaboration with telephony providers.
• Ensure optimal routing and programming of telephony systems.
• Implement and maintain secure communication systems using VPNs, MPLS, and FortiGate firewalls.
• Ensure endpoint security and manage network access controls for voice systems.
• Implement IVR system fully and achieve considerable positive impact on caller satisfaction.
• Program ISDN trucking and circuits within PBX in support of VTC capabilities.
• Oversee the routing fabric using MPLS, OSPF, EIGRP, and BGP protocols.
• Manage system backups and replication strategies for voice platforms.
• Document telephony systems and maintain up-to-date procedures for configuration and support.
• Ensures direct reports community as well as extended reports follow relevant CCI Group policies, compliance policies, legislation, regulation, and client obligations
• Ensure Network Engineering processes are properly documented, periodically reviewed and approved by the relevant stakeholders.
• Ensuring Anti-Virus tools used throughout estates are up to best practices and meet industry standards, as well as updated regularly to harden security and the risk against attacks.
• Ensure overtime and additional cost to company are accounted for monthly and logged accordingly for audit purposes
• Work towards improving or creating new accepted guidelines and practices according to best practices.
• Continuously provide enhanced and improved solutions/ strategies to business without disruption to systems & services.
• Maintain internal standards documentation with revisions and reviews.
• Proactively monitor, maintain, and mitigate risks to sensitive data, cyber-attacks, vulnerabilities and security breaches.
• Continuously keep up with day-to-day security risks and forums.

Minimum Requirements:

• Bachelor’s degree in information technology or related field of study.
• At least 8-10 years in the enterprise Systems Information Technology field.
• Experience with Voice engineering design strategies and techniques
• Certification in Voice Related technologies.

If you meet these qualifications or know someone, send your application to teresiah.njuguna@ccikenya.com having the subject as Voice Engineer before 29th November 2024.

Only shortlisted candidates will be contacted.