Government Vacancies -Call Centre Specialist/Telephony Engineer (Contract)-Government jobs in Johannesburg

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To assist the VAS planning and IT Delivery teams with project delivery and implementation of contact centre related solutions.

You would need to:

• Be flexible and hands-on person;

• Work in co-ordination with IT operations and delivery teams;

• Perform the role of SME and/ or SPOC for CC related projects and solutions;

• Document functional requirements for telephony systems based on engagements with Solution Architecture, Business stakeholders and to ensure system evolution;

• Have excellent technical writing skills for documenting processes, and be able to standardize processes and procedures;

• Be part of special projects such as Contact Centre as a Service (CCaaS), migration from on-premise solutions to cloud-based services;

• Manage the relationship with vendors and suppliers;

• Communicate efficiently with project stakeholders;

• Drive, align and manage the mobile operator’s CC activities and strategies in line with global best practices and standards;

• Manage project backlog and ensure delivery of CC projects;

• Ensure compliance with security standards and data governance for CC applications.

Skills & Experience

• Administrative and IT;

• Excellent time management, managing multiple competing priorities, in a fast-paced and collaborative environment;

• Learning on the job;

• Be able to work independently and as part of a team in a fast-paced environment;

• Excellent interpersonal, communication, persuasion, presentation and writing skills;

• Keeping project status and feedback up to date;

• Managing budgets and forecasting costs with suppliers. General experience needed in any of the following areas :

• Experience in an agile process and environment;

• Experience with software integration into large and complex environments;

• Understanding of data warehousing and Business intelligence;

• Understanding of ITSM;

• Any experience in IT and Telecoms: Voice services, SMS, USSD, BSS/OSS

• Good scripting skills in any of the following scripting: Perl, Python, sh, ksh, csh (any of the standard Linux/Unix Shells) etc;

• Good programming skills in any of the following languages: — Perl, Java, Scala, Python, C/C++ etc;

• Good database skills (SQL and No SQL) – Oracle preferable, but others such as MySQL are fine;

• Working knowledge of restful APIs;

• Understanding of microservices;

• Solid understanding of networking and IP;

• Systems analysis and design;

• Working knowledge of hardware: Understanding virtualization vs standalone/appliance/black box; Engaging with a vendor, understanding sizing requirements and integration required; Providing initial assessment and validating sizing;

• Good document writing skills with the ability to map out use cases in a detailed, yet clear and concise manner in the context of doing systems analysis and design; 

Good record-keeping skills with the ability to clearly map out system procedures in a detailed, yet clear and concise manner.

Specialised Experience

• Understanding of telephony stack and various components: Quality Management; Workforce Management; Automatic call distribution and routing options; Interactive Voice Response; Outbound dialler and dialler options/modes.

• (preferable) Experience working directly for or with any of the companies providing Telephony, IVR, Voicemail, Voice/Chatbot, e-mail, omnichannel applications i.e. Genesys/ININ, NICE, Aspect/Alvaria, Avaya, eGain, or Apliman;

• (preferable) Working knowledge of cloud solutions such as CCaaS (cloud CC) or SaaS;

• (preferable) Working knowledge of system architecture, frameworks, and APIs;

• (preferable) Working knowledge of Bots (such as Azure Bot) and interoperability with external systems – conversation hand over;

• (preferable) Working knowledge of integration of WhatsApp and interoperability with external systems hand over to live agent;

• (preferable) Working knowledge of VXML;

• (preferable) Working knowledge of SIP, WebRTC and voice-based architecture and troubleshooting;

• (preferable) Social media integrations, Chatbots, SMS, and messaging;

• (preferable) Knowledge of Speech Analytics, Text-to-Speech, Speech-to-Text (voice transcription);

• Strong understanding of customer experience as it relates to CCs, digital, online and platforms;

• Experience in cloud services such as AWS, Google Cloud or Azure;

• (preferable) Experience in hybrid cloud architecture and interoperability between on-premise and cloud.


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