Unified Communications Support Specialist responsible for providing technical support across voice, collaboration, and messaging platforms. Ensuring stability and reliability in a hybrid working environment based in South Africa.
About the role
- Unified Communications Implementation Engineer responsible for designing and implementing UC solutions at MiWay. Focusing on collaboration, telephony, and contact center solutions for enhanced client experience.
Responsibilities
- Architect end to end Unified Communications solutions based on business requirements and technical best practices.
- Produce detailed HLDs (High-Level Designs) and LLDs (Low-Level Designs) covering voice, video, messaging, presence, SBC, and network dependencies.
- Conduct discovery workshops, requirements analysis, and technical assessments.
- Advise on UC platform selection, migration strategy, scalability, resilience, and integration approaches.
- Deploy and configure UC solutions such as Microsoft Teams Phone System, Genesys Cloud, or similar platforms.
- Prepare and maintain implementation documentation, configuration guides, and operational runbooks.
- Lead technical deliverables across the full project lifecycle: design → build → test → cutover → support handover.
- Provide 3rd line support for UC environments and complex incident resolution.
Requirements
- Degree in IT/Computer Science or equivalent experience
- Relevant certifications beneficial: Genesys Cloud Certifications (GCP), ITIL Foundation
- Strong expertise in at least one Contact Centre Solution: Microsoft Teams Phone / Direct Routing / Operator Connect, Genesys Cloud or other CCaaS platforms, Genesys Pureconnect, NICE, Connex One, Avaya Aura
- Solid understanding of: SIP, RTP, SRTP, QoS, SBCs, VoIP architecture, PSTN technologies (SIP trunks, PRI, DID routing, E911), Network fundamentals (LAN/WAN, firewall rules, NAT, VPN, DNS, DHCP), Identity/SSO: Azure AD, SAML, OAuth, SCIM, Monitoring tools & packet analysis (Wireshark, SBC logs, RTCP stats), Strong understanding of RESTful APIs, JSON structures, authentication and integration patterns.
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
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