JOB PURPOSE
The Unified Communication Engineer is responsible for the support and the maintenance and of the Regional Contact Centre Platform and will provide assistance to the end users. Unified Contact Centre Enterprise solution in this context of JD includes but is not limited to all approved video and voice communications, Webchat, SMS, social miner channels.
This role is also responsible of ensuring proper operation of the contact centre infrastructure at the central Data Centre.
KEY RESPONSIBILITIES
▪ Ensure proper operation of all Unified communications and contact centre systems.
▪ Ensure proper implementation of all Unified communications and contact centre systems.
▪ Define Quality of Service implementation on WAN/LAN Links in collaboration with Network Performance Team.
▪ Identify opportunities for voice communications costs optimization across the Group.
▪ Implement, manage and support Microsoft Teams direct routing integration.
▪ Ensure proper implementation of Contact Centre Business logic.
▪ Help to drive the business within the Ecobank group by technically actualizing business requests into cost effective solutions.
▪ Collaborate with other technical units within the group to ensure a reliable and smooth communications for the business.
▪ Provide regular reports on ECOBANK Voice and Contact centre performance.
▪ Provide support to all ECOBANK affiliates.
▪ IT Governance- Ensure compliance of Unified communications processes with defined standards, guidelines and framework.
▪ Ensure Incidents and Business As Usual (BAU) service requests are treated within agreed Service Levels.
▪ Manage helpdesk tickets.
▪ Provide continual ticket updates to the customer and ensure that tickets are updated with incidents resolution details.
▪ Provide accurate documentation and resolution details for all incidents.
▪ Write weekly and monthly activity report
▪ Provide ad hoc reports.
▪ Perform all other duties assigned by the Head of Unified Communications Engineering.
KNOWLEDGE, SKILLS & EXPERIENCE
Experience & Qualifications
▪ Bachelor’s degree in Telecommunications, Computers Science or related field of study.
▪ Strong awareness of the technical and business environment.
▪ Understanding of and experience with service level agreements.
▪ Ability to interact with individuals on all organizational levels.
▪ 5+ years of relevant professional experience in implementing and maintaining Voice Networks.
▪ Experience providing support in complex environments and multiple geographical locations.
▪ Very Good knowledge of Cisco Unified Infrastructure (Call Mgr, Unity Conn, Contact Centre, etc.).
▪ Very good and practical troubleshooting skills
▪ Good practical knowledge of IP Networks and its implication in delivering voice related services.
▪ Industry certifications: Cisco CCNP Collaborations certificate will be a plus.
▪ Good knowledge of ITIL foundation and Project Management principles.
▪ Ability to communicate in English and/or French.
▪ knowledge and experience in the administration and operations support of call recording and accounting platforms.
▪ Knowledge of Microsoft teams direct routing.
Skills Required
- Bachelor's degree in Telecommunications, Computer Science or related field
- 5+ years of relevant professional experience implementing and maintaining Voice Networks
- Experience providing support in complex environments and multiple geographical locations
- Very good knowledge of Cisco Unified Infrastructure (Call Manager, Unity Connection, Contact Centre)
- Practical troubleshooting skills for unified communications systems
- Good practical knowledge of IP networks and implications for delivering voice services
- Knowledge and experience in administration and operations support of call recording and accounting platforms
- Knowledge of Microsoft Teams Direct Routing
- Good knowledge of ITIL foundation and Project Management principles
- Understanding of and experience with service level agreements (SLAs)
- Ability to interact with individuals at all organizational levels
- Ability to communicate in English and/or French
- Cisco CCNP Collaboration certification
Ecobank Transnational Incorporated Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ecobank Transnational Incorporated and has not been reviewed or approved by Ecobank Transnational Incorporated.
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Healthcare Strength — Offerings include full medical cover with preventive care, free health screenings, counselling, and access to gyms in some locations. Wellness initiatives such as stress‑management workshops and, in some markets, dependent coverage are also described.
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Leave & Time Off Breadth — Options include flexible working hours as well as maternity, compassionate, and study leave. Time‑off categories are presented as part of a broad benefits suite.
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Strong & Reliable Incentives — Compensation design includes a performance‑based culture with annual bonuses and short‑ and long‑term incentive programs. Investment in training via Ecobank Academy complements these rewards.
Ecobank Transnational Incorporated Insights
What We Do
Ecobank Transnational Incorporated (‘ETI’) is the parent company of the Ecobank Group, the leading independent pan-African banking group. The Ecobank Group employs over 14,000 people and serves about 20 million customers in the consumer, commercial and corporate banking sectors across 35 African countries. The Group has a banking license in France and representative offices in Addis Ababa, Ethiopia; Johannesburg, South Africa; Beijing, China; London, the UK and Dubai, the United Arab Emirates. The Group offers a full suite of banking products, services and solutions including bank and deposit accounts, loans, cash management, advisory, trade, securities, wealth and asset management. ETI is listed on the Nigerian Stock Exchanges in Lagos, the Ghana Stock Exchange in Accra, and the Bourse Régionale des Valeurs Mobilières in Abidjan.
