Job Description

1. JOB PURPOSESupport the Telecoms Team Lead in the day-to-day operations, maintenance and enhancement of the Unified Communications and telephony infrastructure for the Organisation and its Contact Centre. Introduce new digital self-service tools and transform the Customer Engagement and Experience within a healthcare setting.2. MAJOR DUTIES & RESPONSIBILITIESSpecific(a) Unified Communications and Telephony (PABX)

• Subject Matter Expert for CISCO Unified Communications Manager (\xe2\x80\x9cCUCM\xe2\x80\x9d) and Unified Contact Centre Express (\xe2\x80\x9cUCCX\xe2\x80\x9d), and/or VERINT Recording System

• Manage day to day operations support. Provide user support for incidents related to CISCO CUCM, CISCO FINESSE and VERINT, Wallboard, SMS, CRM/CTI and other related System to collaborate with vendors or IT network team as required

• Strong Knowledge in Business Continuity Plan and Disaster Recovery in Unified Communications and Contact Centre

• Proficiency in network infrastructure and protocols related to Unified Communications

• Participate in the set-up of testing on UAT and Production environments

• Perform Telephony Move Add and Changes to users

• Project Management in Unified Communications and Telephony (PABX) related projects ensuring timely delivery and adherence to project goals and budget

• Responsible for Asset Management and Audit, including forecasting budget and purchase of end point devices

(b) Telecommunications * Familiar with the Singapore Telecommunications and network systems

• Coordinate with vendor(s) to handle order placement, billing and administrative matters

• Maintain master database for mobile devices inventory

• Perform telephone trunk lines and DDI inventory. Support site analysis

• Ensure devices are enrolled to Mobile Device Management Programme for security reasons

General * Participate in the annual and ongoing budgeting for Unified Communications and telephony components

• Review workflow and processes, including Standard Work Procedures and Work Instructions

• On-call support may be required for emergency situations or critical system issues

• Perform secretariat duties

• Assist in planning of department and corporate events

• Explore and implement cost saving and environmental-friendly measures at all times

• Perform other duties as requested

3. JOB REQUIREMENTSEducation / Training / Experience

• Diploma or Bachelor Degree or equivalent experience in IT/Telecommunications/ Engineering from a recognized institution

• At least 3 - 5 years of experience (for Executive position) and at least 5 - 8 years (for Senior Executive position) as an IT network and telephony specialist working at large corporations

• At least 2 - 3 years of hands on (for Executive position) and at least 3 - 6 years (for Senior Executive position), technical experience in the implementation and migration of enterprise VoIP telephony

• Relevant experience in CISCO Telephony platform including recorders, supporting 50-seater Contact Centres, ensuring high availability at all times

• Working knowledge of Cellular devices from android to IOS units with understanding of troubleshooting

Professional Licensei. Accreditation in CISCO IP Telephony preferredAttributes * Proactive and resourceful

• Good communication, interpersonal and documentation skills
• Well organised, customer focus and reliable
• Ability to work effectively with business users
• Able to work after office hours\' maintenance windows, when required

National Healthcare Group