Great news! amplify5 is growing!

We have a new client providing operational and cloud solutions to global customers who are looking to build a team of Customer Support Advisors to provide 1st line support. We are looking for a dynamic, customer centric, driven, and dedicated Telephony Engineer to help us deliver premium customer support.

In this role you will play a crucial part in the ongoing support of designing, implementing, and maintaining our cloud telephony systems for our customers. Your subject matter expertise in Cloud Telephony, IVR (Interactive Voice Response) and call routing will be essential to ensure seamless communication for our customers.

Responsibilities:

Cloud Telephony Implementation and Support:

• Design, deploy, and manage cloud-based telephony solutions.
• Collaborate with client and cross-functional teams to integrate telephony services.
• Provide ongoing support, troubleshooting, and maintenance for telephony systems.

IVR (Interactive Voice Response):

• Configure and optimize IVR systems to enhance customer experience.
• Develop and maintain IVR scripts for efficient call handling.
• Monitor IVR performance and make necessary adjustments.

Call Routing:

• Design and implement call routing strategies based on business requirements.
• Optimize call flows to ensure efficient call distribution.
• Troubleshoot and resolve call routing issues promptly.

Bonus Skills (Preferred but Not Required):

• Experience with the NetSapiens platform.

What we’re looking for:

Qualifications:

• Matric (Completed)
• Bachelor’s degree/ Diploma in computer science, Information Technology, or a related field.

Experience:

• Minimum 12 months Customer Facing Experience within an International call centre environment.
• Minimum 12 months experience as an IT helpdesk support (or similar).
• Proven experience in cloud telephony implementation and support.
• Strong knowledge of IVR systems and call routing principles.

Skills and Competencies:

• Excellent problem-solving skills and attention to detail.
• Effective communication and collaboration abilities.

Benefits:

• Competitive salary and benefits package.
• Opportunity to work with cutting-edge telephony technologies.
• Collaborative and dynamic work environment.

If you are passionate about telephony, thrive in a fast-paced environment, and want to contribute to innovative solutions, we encourage you to apply!

Job Types: Full-time, Permanent

Application Question(s):

• Strong knowledge of IVR systems and call routing principles?

Experience:

• Customer Facing: 1 year (Required)
• an IT helpdesk support (or similar): 1 year (Required)
• cloud telephony implementation and support: 1 year (Required)

Location:

• Cape Town, Western Cape (Required)

Application Deadline: 2024/05/12
Expected Start Date: 2024/05/13