Roles & Responsibilities:

• Supervise the Communication Support Team in the execution of daily operational activities.
• Monitor team performance and provide coaching, guidance, and development opportunities.
• Support Voice and Data Teams in troubleshooting and operational activities.
• Manage and update the trouble ticketing system, ensuring accurate tracking of all pending and resolved issues.
• Escalate unresolved incidents according to established escalation procedures.
• Define and implement routine system checks, maintenance tasks, and backup procedures.
• Prepare periodic reports on PBX systems, network infrastructure, and data network performance.
• Maintain and upgrade Network Management Systems (NMS).
• Coordinate and send incident notifications to relevant departments before planned outages.
• Provide on-call support during emergencies.
• Plan and manage team shift schedules.
• Review open trouble tickets and ensure requests are properly coordinated, monitored, documented, and resolved.
• Ensure NOC operations comply with customer SLA requirements.
• Participate in system enhancement, integration, analysis, and design activities.
• Respond to inquiries from different teams regarding current or planned projects and recommend solutions, upgrades, or corrective actions.

Educations :

• Bachelor’s Degree in Communications and Electronics Engineering or a related field.

Experience :

• 5–8 years of hands-on experience in VoIP and Contact Center technologies.
• Experience with Cisco UCCE, Voice Gateway (VG), CUBE, Avaya, or Genesys solutions.
• Experience in NOC operations and team supervision is highly preferred.

Technical Knowledge :

• VoIP Technologies
• Cisco IPT (CIPT)
• IP Telephony
• PBX & ACD Systems
• Cloud Solutions
• Omnichannel Platforms
• AI-powered Contact Center Solutions
• CCNA / CCNP-level Networking Knowledge

Skills :

• Strong leadership and team management skills.
• Excellent troubleshooting and problem-solving abilities.
• Effective communication and stakeholder management skills.
• Very good command of English (written and spoken).