Job Description
About your Job
We are seeking a highly skilled and experienced Voice Technology Manager to lead our voice communication systems In this role, you will be responsible for planning, implementing, maintaining and managing Voice Technology for production and development environments, including Infrastructure Design, Capacity Planning, Availability Planning, IT Service Continuity and Supplier Management. Responsible for developing innovative and cost-effective IT solutions using open-source technologies like Asterisk but not limited to voice and communication infrastructure. Ensure that solution cost is optimized through the use of open-source software and in-house development. Manage, enhance and provide support for voice infrastructure of Qatar Airways.
Key responsibilities include
Develop medium to long term IT strategy for new technologies at QRIT in the area of open-source solutions. Value add solutions for communication, new innovative solutions for customer experience, integration of services for other QR applications.
Oversee the design, implementation, and maintenance of voice communication systems, including IP telephony, Asterisk, Avaya, PABX, and ACD.
Delivering standard, customized solution demonstrations and presentations outlining the functional capabilities, competitive advantages and business benefits of open-source technologies
Research on emerging industry trends and technologies and to recommend proposals for their application at QR to achieve tangible benefits
Manage the technical expertise within the team so that resources are appropriately and effectively allocated for the design, support and system administration activities based on their skill level and operational requirements, and their access to the production environment is accordingly controlled.
Manage business communication and understand business processes in subject area relevant to the role, provide assistance in technology selection / development which are cost effective, supports business objectives in long term and has clear future road map of possible enhancements to support customer experience and management.
Set clear and consistent performance objectives for new initiatives, implementing performance management and development plans to ensure standards of performance and productivity are achieved and maintained enabling a high-performance culture
Provide technical consultancy and guidance to the team members, other technical teams, Support teams and Information Services teams. Overall responsibility for maintaining the relationship with external suppliers.
Based on analysed trends, ensure that necessary steps to update the design, develop and upgrade of new innovations are taken prior to any negative impact on performance
Accountable for ITIL service management aspects of the above systems to minimize negative impact on the Business by leading recovery of service failures within SLA and ensuring prompt and effective root cause analysis to avoid recurrence; and for formal reporting on the performance of the systems.
Manages the lifecycle of the voice infrastructure systems; their highest availability through redundancy and resilience and capacity management.
Ensure compliance with industry standards and regulations.
Monitor system performance and conduct regular audits to identify areas for improvement
Ensures contract ownership and execution and maintaining professional relationship with external suppliers for the above systems and to ensure optimized usage of licenses.
Manage and monitor day to day operations of voice communication infrastructure, service management, continuous monitoring of operational logs and provide guidance to technical teams for necessary actions.
Manage and plan testing of high availability, backup system testing and conduct drills for business continuity.
Stay updated with the latest advancements in Voice technologies and maintain relevant certifications to ensure the voice infrastructure remains cutting-edge
Identify, test and implement new technologies to reduce manual intervention of operational activities
QualificationsAbout You
You must have a Bachelor's Degree or Diploma in Computer Sciences or an equivalent certification, as well as a minimum of 7+ years of IT experience, including at least the last seven years in design, development, and implementation of voice and telecom solutions projects. We are looking for a mature and self-motivated individual with excellent communication and problem-solving abilities who is willing to work in a fast-paced, dynamic atmosphere of 24x7 IT support.
Qualifications / Skills
In depth hands-on experience in development and management of enterprise telephony solutions like Cisco, Avaya and Asterisk
Knowledge and experience in design, development and implementation of multi-level IVR solutions which can interact with external web services and database to provide self-service solutions as required
In-depth knowledge of modular architecture of Asterisk software, hands-on experience in Asterisk programming language.
In depth understanding and hands-on experience on SIP, TDM (E1/T1), MPLS networks.
Hands-on experience on SBC (Cisco, Dialogic, Sangoma, AudioCodes, Vega etc.)
Strong knowledge and hands-on experience in scripting including Bash, PHP, Python, AWK, SED.
Strong knowledge in databases like MySQL and SQL in general, including design and implementation of HA solutions.
Strong knowledge on Linux systems, network and system diagnosis tools such as mttr, traceroute, tcpdump, Wireshark.
Strong analytical and creative problem-solving skills.
Strong troubleshooting skills
Business Continuity Management
Knowledge of call center technologies and operations.
Familiarity with network security practices related to voice communication systems.
CTI, Facsimiles, IVR, ACD, Skill Based routing strategies and technologies.
Telephony – Open source, Cisco, SBC
Telecom – SIP, TDM, H.323, WebRTC etc.
Voice/VOIP/Convergence of voice and data
Automation of services and applications
Open-source technologies – Docker, GIT, Dev-OPS, ANSIBL
ITILv3 certification preferred
How to apply
Application Guidelines
Employees must submit applications through internal vacancies portal (via GEMS) only.
Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.
All internal candidates can only have three active applications at any point in time.
All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role
All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process
If you are Cabin Crew or Deck Crew (Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.
