Sr. Collaboration Engineer (Avaya, Cisco)

Role Overview:

Implements and supports IP telephony, contact center solutions and applications and develops the integration with customer’s business applications.

Key Accountabilities:

• 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.
• Guides, directs, and supports the newly hired collaboration engineers, and involves them in the running projects to provide implementation for IP telephony solutions, contact center, and help desk applications based on the detailed customer’s requirements.
• 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.
• Undertakes the activities of integration between the contact center applications and customers’ business applications based on detailed customer’s requirements.
• Develops testing applications and undertakes the actual testing activities as per customers’ requirements and according to standard policies which has been set and communicated by the Collaboration Solutions Manager, prepares and submits the required testing reports.
• 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.
• Supports sales force by pushing and arising the need for various contact center related applications inside the current account during the execution of running projects, and throughout the warranty and support period.
• 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.

Excellent team player.

Excellent communication, interpersonal and negotiation skills.

Excellent analytical & problem-solving skills.

Excellent command of English.

Computer Science or Communication Engineering or Telecommunication