Job Description

ENVIRONMENT:
A leading Cloud Solutions company is on the hunt for a highly skilled and customer-focused Technical Specialist to join their Professional Services team. This is more than a support role; you will be the technical architect and trusted advisor for their customers, designing, deploying, and managing sophisticated communication solutions that solve real-world business problems. You will be at the forefront of their innovation, working with a diverse technology stack that includes VoIP, cloud platforms, and emerging AI. If you are a natural problem-solver with a passion for technology and a talent for building strong customer relationships, we want to hear from you.
DUTIES:

• Solution Lifecycle: Responsible for the entire solution lifecycle, from initial design to successful implementation and ongoing optimisation.
• Solution Architecture & Design: Architect, design, and deploy bespoke VoIP and contact center solutions that meet and exceed client expectations.
• Technical Leadership: Act as the subject matter expert for their product suite, guiding clients through complex technical challenges and demonstrating the value of their offerings through compelling presentations and demos.
• Project Collaboration: Work closely with the Projects department to ensure solutions are delivered on time, within budget, and to the highest standard.
• Infrastructure Management: Install, configure, and maintain network services, servers (including clusters), and software. You will manage system backups, monitor performance, and perform advanced troubleshooting to ensure maximum uptime and reliability.
• Client Enablement: Provide detailed training to clients, empowering them to make the most of their new systems. You will also analyse their business processes to identify opportunities for improvement.
• Commercial Acumen: Contribute to tender bids and formulate solution pricing and quotes, aligning technical possibilities with commercial goals.
• Innovation & Strategy: Maintain the future roadmap for solution upgrades and run pilot programs (POCs) for new technologies within customer environments.

REQUIREMENTS:
Qualifications and Experience:

• Matric essential
• Relevant tertiary qualification or equivalent experience essential
• 6+ years in a technical customer-facing role (e.g., 1st/2nd Line Support, Technical Account Management).
• 5+ years of hands-on experience with VoIP and IP Telephony technologies.
• Proven expertise in network diagnostics and proficiency with monitoring tools (e.g., Zabbix).
• A valid driver's license and your own reliable transport are required.
• Technical Toolkit will include demonstrable knowledge and experience in the following areas:
• Networking: Deep understanding of network design, configuration, and advanced troubleshooting.
• Linux Administration: Confident in managing and maintaining Linux environments.
• Cloud Technologies: Experience with major cloud platforms (AWS, Google Cloud).
• Databases: Proficiency with SQL databases (MySQL, MS SQL, PostgreSQL).
• VoIP Core: Asterisk, general VoIP products.
• Contact Center Platforms: Vicidial, Queuemetrics, XCally
• Reporting & Analytics: Grafana.
• Programming: Foundational knowledge of Python and/or Javascript.
• Automation & Integration: Experience with n8n, CRM integrations, and a strong comprehension of APIs.
• Artificial Intelligence: A solid understanding of AI concepts and experience with bot-building frameworks like Flowise.
• Customer Journey Mapping: Ability to analyse and improve the customer experience from a technical perspective.

ATTRIBUTES:

• Analytical & Strategic: You don't just fix problems; you anticipate them and build systems to prevent them.
• Exceptional Communicator: You can explain complex technical concepts to both technical and non-technical audiences with ease.
• Customer Champion: You are obsessed with delivering value and a world-class experience for your clients.
• Lifelong Learner: You are naturally curious and constantly seek to expand your knowledge and skills.
• Collaborative Team Player: You thrive in a team environment, sharing knowledge and working together to achieve common goals.
• Consultant & Coach: You enjoy mentoring others and acting as a trusted advisor.

Skills Required