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| POSITION DESCRIPTION | TELECOMMUNICATIONS INDUSTRY MARCH 2009 |
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ICM Technical Specialist |
| Position Code: | 575 | | Career Level: | 3 |
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Responsible for
Taking up the prime roles in the testing, verification, integration and deployment of Intelligent Contact Management (ICM) network and Contact Centre services. |
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Reports To
Network Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing technical support to Operations teams in resolving major and critical network faults related to ICM platforms and elements and escalating the fault for investigation and permanent resolution.
Representing network engineering on technical working groups involved in the Product or Service Creation Process and co-ordinate the live network implementation of ICM Contact Centre services.
Producing services migration and upgrading plan and procedures for new and existing ICM elements and coordinate with internal teams to introduce new elements and enhanced services.
Producing technical operating and support documentation required for internal groups to maintain ICM products and services including an in-depth review and verification of vendor documentation required for maintenance and support.
Developing technical design and implementation documentation required for internal groups to implement ICM products and services.
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Key Skills
Experience in IT technologies including: Server Operating Systems (UNIX, Windows 2000), Computing Server Hardware, Microsoft SQL Server 7 & SQL Server 2000, LAN/WAN (Ethernet, IP, routers, switches, hubs), Network Management protocols (e.g. SNMP), Activations Protocols (e.g. Corba, API), Internet and Web based interfaces (HTTPS, XML).
Good understanding of the Telecommunications Environment.
Sound knowledge of Telecommunication Network standards.
Strong Analytical skills.
Ability to take ownership to resolve business issues in a pro-active manner.
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Internal Contacts
Technical Support (Network Management Systems, Switches, Installation, Provisioning), Marketing. |
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External Contacts
Customers, Vendors. |
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Typical Experience
3+ years experience in the telecommunications industry coupled with tertiary qualifications in a technical field (Telecommunications, Science, Engineering) or equivalent experience. |
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