Senior System Admin & VoIP Engineer

Duration: 12 Months (with potential to extend the term)

About the Role:

We are seeking a highly capable and dedicated Senior System Admin & VoIP Engineer to manage and optimize our critical contact center infrastructure. This role demands a proactive approach to system health monitoring, incident management, and performance optimization, with a strong focus on VoIP technologies. The successful candidate will be instrumental in ensuring the stability, availability, and efficiency of our contact center operations.

Key Responsibilities:

• Implement and maintain proactive system health monitoring utilizing automated tools and scripting.
• Diligently verify hardware utilization, server resources, system processes, and application logs (including CPU/memory usage, replication performance, and error alerts).
• Monitor interaction volumes, routing performance, and the health of system integrations.
• Leverage monitoring platforms to promptly identify and resolve system alerts and performance bottlenecks.
• Conduct thorough root cause analysis and implement preventive maintenance strategies to minimize recurring incidents.
• Recommend and deploy enhancements to existing system monitoring procedures.
• Analyze system traffic to identify bottlenecks and propose effective optimization strategies.
• Implement configuration updates to support new features and resolve operational challenges.
• Adjust routing rules and system behaviors in accordance with evolving business needs.
• Manage and monitor scheduled automated backup jobs for critical systems, components, and business data.
• Develop comprehensive training documentation and tutorials for internal teams and frontline agents.
• Conduct technical workshops as required to disseminate knowledge and best practices.
• Plan, document, and execute the integration of internal systems with third-party applications.
• Ensure seamless interoperation between various platforms (e.g., CRM, voice infrastructure, contact center software, and supplementary third-party solutions).
• Collaborate on Disaster Recovery (DR) initiatives and oversee regular testing of failover systems.
• Validate backup and recovery processes to uphold business continuity standards.
• Generate insightful system and performance reports for IT and business leadership.
• Automate and manage the user lifecycle (creation, modification, deactivation) in strict compliance with IT policies.
• Install, configure, and maintain desktop software, agent tools, and communication utilities for end-users.
• Diagnose and resolve hardware, software, and integration-related incidents efficiently.
• Provide timely resolutions and contribute to the maintenance of a comprehensive knowledge base for known issues.
• Collaborate closely with business units and technical teams to resolve configuration-related challenges.
• Provide required after-hours support for priority incidents.
• Serve as the primary technical point of contact for vendors to address and resolve escalated technical issues.
• Assess system architecture and propose enhancements to improve availability and reliability.
• Recommend upgrades or replacements of hardware/software components based on performance and lifecycle analysis.
• Identify opportunities for automation within operational processes and system management.
• Propose forward-thinking solutions to reduce manual effort and enhance overall system resilience.
• Assume responsibility for critical contact center functions, including IVR development, CTI development, reporting development, change management, capacity management, incident management, integration support, daily administration, backup operations, and on-call support.
• Lead in-house solution development, integrations, version upgrades (minor and major), vulnerability patching, and internal/external communications.
• Lead technical delegations as needed.
• Maintain and update technical department documentation and manage system setups and configurations.

Qualifications and Requirements:

• Specific experience and educational background requirements are anticipated to be commensurate with the Senior Applications & Software Engineer role, including a strong preference for a Bachelor's degree in a relevant field.
• Mandatory: Possess relevant professional experience within the Saudi financial or insurance sector.
• Required: Fluency in both Arabic and English (written and verbal).
• Excellent communication, interpersonal, and collaboration skills.
• This is an onsite, full-time position requiring on-call availability outside of standard working hours.
• Ability to be on call 24/7 for emergency situations.
• Requirement to provide a comprehensive handover to the replacement resource at least 5 working days prior to planned leave.