We’re hiring at our location in Cairo

Unified Communications - Technician junior

Job summary

Effectively maintains customer hardware/software. Responsible for delivering timely and effective repairs to ensure optimal system performance and superior customer satisfaction.

Main Responsibilities

  • Call Flow Design in interaction (ACD, CTI, IVR) for AVAYA and GENESYS
  • Responsible for troubleshooting in the area of IT/ACD
  • Coordination of the setup of IT-/ACD-workstations (Genesys / Avaya soft clients, hard phones,..)
  • Planning and coordination of workplace relocations / business lines
  • Documentation (e.g. customer/system specific installations)
  • Responsible for ensuring the operational readiness of the IT and ACD networks via monitoring systems and UHDs
  • Software distribution / security management (patches, etc.)
  • Carrier Service Numbers Management
  • System management and backup
  • Maintain customer and internal communication
  • Ensure quality compliance
  • Management and maintenance of communications systems in the call center environment of the region
  • Extended fault processing of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems
  • Configuration and administration of new business lines / services
  • Comply with the ratios/objectives established in the service (KPI, SLA, SolveIT)
  • Additional task can be assigned at any time.

Competencies and professional background

Educational Background:

  • Bachelor's Degree in Business IT / Computer Studies or Engineering & Management or similar education
  • Several years experience in the 1st level unified communication / ACD support in the BPO/call center market
  • Certification ITIL V3 Foundation

Professional Skills

  • Avaya Certification / Engineer Training; Genesys (Pure Cloud) Certification / Engineer Training or similar education / experiences
  • Advanced IT-knowledge
  • Social competence and pronounced communication skills
  • Independent working style and high commitment
  • Comprehensive IT knowledge (PC networks, databases, programming languages, ACD etc.)

Soft Skills:

  • Problem Solving: Acts in an entrepreneurial way to solve problems and turns obstacles into opportunities.
  • Independent working style and high commitment
  • High resilience, time flexibility and willingness to travel
  • Structured, process-oriented working method and Strong organizational and analytical skills
  • Good written and spoken English

A big team is looking forward to you. Apply here!

Majorel Egypt | Human Resources | Lamiaa Nehru

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