Senior Collaboration Engineer

1 month ago

Riyadh, Saudi Arabia Giza Systems EG Full time

Assists the Collaboration Team Leader in his technology research with specific and detailed guidance.
- Updates the Collaboration Team leader on the progress of work assigned and prepares and submits weekly progress reports.
- Completes the assigned tasks on time according to projects plans, keeps the assigned projects revenue collection on time.
- Gathers customers’ requirements during project-analysis-phase, prepares requirements document, gets the document reviewed and approved by the Collaboration Solutions Manager before submission to the customer.
- Prepares a design-document according to the requirements analysis done, gets the document reviewed and approved by the Collaboration Solutions Manager before submission to the customer.
- Undertakes the implementation, installation, and customization activities for customer projects as per assignment and guidance from the Collaboration solutions Manager.
- Provides the required technical support during the pre-sales phase aiming at having strong technical offerings, through gathering proper customer requirements, preparing high quality technical proposals, estimating the required professional services, accurately defining project’s scope of work, conducting professional technical presentations, and others.
- Completes personal professional certification and product authorization according to the training programs available through the vendors both on time and according to the plans set by the Collaboration Team Leader.
- Responsible for service level agreements which might include 24 X 7 commitments including the formal vacations in Egypt.
- Follow the standard processes for handling the reported support requests using the corporate support tools such as the corporate contact center.
- Prepares the technical documentation for his area and submits to the Collaboration Team Leader for review and approval.
- Participates in knowledge sharing process through enriching the knowledge base system with the encountered technical incidents resolutions.
- Transfers knowledge to other team members of any related field experience and any training taken through training programs organized by the company.

**Personal Skills**:

- Bachelor of Engineering with a specialization in Communications or Computers
- 4-8 years of experience in a similar position.

**Technical Skills**:

- Contact Center Technology: Cisco, Genesys or Avaya
- Experience with communications protocols such as H323 / SIP / MGCP / SCCP and other audio codecs.
- Knowledge of MSSQL Server
- Knowledge of Microsoft IIS
- Knowledge of Linux
- Experience Supporting Verint Systems
- Verint Call Recording
- Verint Quality Monitoring
- Verint Workforce Management
- Verint Speech Analytics
- Verint Customer Feedback
- Contact Center Technology: Cisco, Genesys or Avaya
- Experience with communications protocols such as H323 / SIP / MGCP / SCCP and other audio codecs.
- Knowledge of MSSQL Server
- Knowledge of Microsoft IIS
- Knowledge of Linux

**Job Details**:
Job Location

Riyadh, Saudi Arabia

Company Industry

System Integrator

Company Type

Employer (Private Sector)

Job Role

Engineering

Job Division

Business Continuity
Technical

Career Level

Mid Career

Years of Experience

Min: 4 Max: 8

Degree

Bachelor's degree

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