JOB PURPOSE
To maintain the Unified Communication Environment infrastructure, collaboration tools, Contact Center Voice infrastructure and Corporate Voice technologies to ensure optimal, best quality voice and video communication between corporate staff and customers.
Description
Unified Communication Infrastructure
Implement, configure and support new solutions for Cisco Unified Communication engagements to guarantee service availability.
Maintain all Cisco unified communication components at the appropriate patch and software levels Cisco annual inventory and vendor warranty validation to minimize risk of unplanned outages due to bugs.
Work with vendor technical teams to prospect and develop Cisco Unified Communications, design, installation, and support.
Deploy and maintain a proper integrated Video solution across the corporate to facilitate Video conferencing between different geographic locations.
Maintain different collaboration tools such as the WebEx, and ensure that End Users have proper training and awareness to ensure smooth business operation.
Maintain voice PRIs, and the Call Center PRIs (19666 and 19VIP) to guarantee the operation of all voice services around the clock.
Maintain stability and availability of Call Center Voice services, and the quality of the calls to ensure providing the best customer experience.
Handle and test the Disaster Recovery Collaboration components to ensure the consistency of the configuration, patches and other recommendations as per Vendor assessment.
Monitor collaboration system components performance to guarantee that the provided service availability/stability is optimized.
Resolve escalated Service Desk voice/video problems to guarantee that business services are always reachable.
Apply regular health-check on the Collaboration system components in order to optimize performance and to proactively detect possible failures/problems.
Policies, Processes and Procedures
Follow 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 IT Infrastructure Management department to ensure continuity of work.
Compliance
Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.
Qualifications & Experience
Bachelor Degree in Communications / Computer Engineering
For Engineer: Minimum 1 – 3 Years of experience in Voice and Collaboration
For Senior Engineer: Minimum 4 - 5 Years of experience in Voice and Collaboration
CCNA is a minimum requirement
Good Knowledge in Networking, preferably CISCO products and technologies;
Routing & Switching
Network Security baselines
Good Knowledge in Voice and Video Conferencing, preferably CISCO products and technologies;
IP Telephony and Unified Communication Systems.
Telepresence solutions.
WebEx and Corporate IM solutions.
Knowledge in MS Teams or Zoom is a plus.
Skills
Good command of English and Arabic languages
Good Communication and presentation skills
Good Analytical Thinking and Problem Solving skills
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