Voice Support Engineer at I&M Bank

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

Summary

The job holder is responsible for maintaining the VOIP Systems of I&M Group and ensuring the Voice\Call center services are secure and available with optimum operational performance.

Primary responsibilities:

• Maintain and troubleshoot Cisco IP telephony solutions, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and Cisco Unified Contact Center Express (UCCX).


• Manage, configure, monitor, and support cisco networking environment end to end (switches, routers etc) as relates to VOIP systems.


• Manage and maintain Cisco voice gateways, including Cisco IOS gateways and provide support for end users.


• Manage the call recording system to ensure records can be retrieved upon request.


• Assist in planning and implementation of upgrades, patches, and new releases for Cisco Unified Communications systems.


• Collaborate with other teams such as Network, Security and Database teams to ensure smooth functioning of Voice system.


• Understand complex technical issues and managing them within a fast-paced business environment.


• Conduct proactive testing to analyze security weaknesses and recommend appropriate strategies.


• Maintain an updated inventory on VOIP systems (hardware, software, firmware etc).


• Align, configure, troubleshoot, and monitor advanced routing protocols, the OSI model, WAN optimization, network security and remote user access.

Minimum requirements:

• Bachelor’s Degree in Information Science or Technology


• At least 3 years’ experience in managing VOIP Systems in mid-sized to big organization.


• Cisco certification (CCNA, Cisco Collaboration)


• Knowledge/Certification in Cisco networking, VOIP (CUCM and UCCX systems) / Phonex / Callrex voice recording


• Advanced Switching, Routing & Security knowledge

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