Job Description

Call System Manager - Cape Town CBD

The IDM Group is looking for Call System Manager whose primary responsibility for this position is to provide system-level support of multi-user applications, hardware and software tools, including installation, configuration, maintenance, and support of IDMxe2x80x99s call systems. Identify alternatives for optimizing of Call processes.

Responsibilities:

• Analyze and evaluate call routing and flow.
• Plan, install, configure, troubleshoot, maintain and upgrade of Call system.
• Prepare detailed documentation outlining systems capabilities and processes.
• Work as a team member with other technical staff, such as networking to ensure connectivity and compatibility between other systems and 3cx.
• Understanding of VOIP systems.
• Write and maintain system documentation.
• Experience with SIP management and PBX.
• Document call system problems and resolutions for knowledge management.
• Responsible for logging and tracking of errors/enhancements to Vendors.
• Analysis, escalation and follow up of technical incidents.
• Interacting extensively within departments.
• Manage and maintain security of system at all levels business units, security roles, access etc.
• Work with the IT OPS and Development teams to optimize maintenance and administrative processes

• Above average communication skills (written & verbal).
• Experience with 3cx or various call systems.
• Confident & enthusiastic with an ability to adapt to a changing environment.
• IT support experience an advantage.
• 2+ years' experience in 3cx administration.
• Experience in application implementations, as well as application deployment and/or distributed system implementation.
• Experience in handling call data and reporting.
• Ability to setup and maintain call queues, ring groups and VADs

• Excels at problem solving/analysis
• Is able to learn new technologies quickly and easily
• Communicates effectively
• Effectively manages your time and competing deliverables
• Enjoys and excels at being part of a team and fostering teamwork
• Demonstrates initiative and drive to pursue and achieve goals
• Delivers exceptional customer service
• Honest, accountable and live the IDM values
• Excellent verbal skills
• Ability to prioritize requests and plan accordingly

IDM Group