Infra Engineer Unified Comms

About the company

IWG is the global operator of leading workspace providers. Our companies help more than 2.5 million people and their businesses to work more productively. We do so by providing a choice of professional, inspiring and collaborative workspaces, communities and services. Digitalization and new technologies are transforming the world of work. People want the personal productivity benefits of living and working how and where they want. Businesses want the financial and strategic benefits. Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. They want choice. Through our companies we provide that choice, and serve the whole world of work: Regus, Spaces, No18, HQ and Signature. We create personal, financial and strategic value for businesses of every size. From some of the most exciting companies and well-known organizations on the planet, to individuals and the next generation of industry leaders. All of them harness the power of flexible working to increase their productivity, efficiency, agility and market proximity.

Join us at www.iwgplc.com.

Responsibilities:

• Administration, configuration, implementation, operation and maintenance of Telephony platforms.
• Support level 1 and 2 resolving complex incidents and problems.
• Support ITO Project team on telephony related topics.
• Create and maintain processes for level 1 and 2 support.
• Working with Telecom providers and 3rd party hardware/software maintenance vendors.

Qualifications/Experience:

• Experience with auto dialler systems, robocalls detection, fraud and spam labels and how telecom providers deal with those.
• Experience providing Voice Operations support services in a mid to large size organization supporting a variety of vendor platforms and technologies.
• Advanced knowledge of Telco services (PRI, DID, POTS, GS/LS Trunks)
• Understanding of TCP/IP, routing and switching protocols including SIP, LAN, WAN, VLAN
• Experience designing and/or supporting QoS, MPLS, VLANs, Multicast solutions.
• 5+ years’ experience in contact centre voice system management
• Degree in computer sciences or equivalent and/or relevant voice certifications is a must.
• You have a good understanding of cloud computing technologies, business drivers, emerging technologies & trends and the impact they have.
• Excellent analytical, communication, negotiation, influencing skills that allow you to communicate effectively to stake holders at all levels including Executive Directors
• Extensive experience in MS systems
• Solid understanding of information processing fundamentals and best practices
• Experience in people management and supporting the development of others
• Strong organisational and problem-solving skills
• Dynamic, clear and flexible out of the box thinker
• Fluency in English