TS Manager - Voice

Full time at Qatar Airways Group in Qatar

Posted on January 5, 2025

Job details

About your Job We are seeking a highly skilled and experienced Voice Technology Manager to lead our voice communication systems. In this role, you will be responsible for planning, implementing, maintaining, and managing Voice Technology for production and development environments, including Infrastructure Design, Capacity Planning, Availability Planning, IT Service Continuity, and Supplier Management. You will develop innovative and cost-effective IT solutions using open-source technologies like Asterisk, ensuring that solution costs are optimized through the use of open-source software and in-house development. You will manage, enhance, and provide support for the voice infrastructure of Qatar Airways. Key responsibilities include:

Develop medium to long term IT strategy for new technologies at QRIT in the area of open-source solutions.
Oversee the design, implementation, and maintenance of voice communication systems, including IP telephony, Asterisk, Avaya, PABX, and ACD.
Deliver standard, customized solution demonstrations and presentations outlining the functional capabilities, competitive advantages, and business benefits of open-source technologies.
Research emerging industry trends and technologies and recommend proposals for their application at QR to achieve tangible benefits.
Manage the technical expertise within the team for design, support, and system administration activities.
Understand business processes relevant to the role and provide assistance in technology selection and development.
Set clear and consistent performance objectives for new initiatives and implement performance management plans.
Provide technical consultancy and guidance to team members and maintain relationships with external suppliers.
Ensure necessary steps to update the design and develop new innovations based on analyzed trends.
Accountable for ITIL service management aspects to minimize negative impact on the Business.
Manage the lifecycle of the voice infrastructure systems for highest availability and capacity management.
Ensure compliance with industry standards and regulations.
Monitor system performance and conduct regular audits to identify areas for improvement.
Ensure contract ownership and execution, maintaining professional relationships with external suppliers.
Manage day-to-day operations of voice communication infrastructure and service management.
Manage and plan testing of high availability and business continuity drills.
Stay updated with the latest advancements in Voice technologies.
Identify, test, and implement new technologies to reduce manual intervention in operational activities.

Qualifications You must have a Bachelor's Degree or Diploma in Computer Sciences or an equivalent certification, as well as a minimum of 7+ years of IT experience, including at least the last seven years in design, development, and implementation of voice and telecom solutions projects. We are looking for a mature and self-motivated individual with excellent communication and problem-solving abilities. Qualifications / Skills:

In-depth hands-on experience in development and management of enterprise telephony solutions like Cisco, Avaya, and Asterisk.
Knowledge and experience in design, development, and implementation of multi-level IVR solutions.
In-depth knowledge of modular architecture of Asterisk software.
Hands-on experience on SIP, TDM (E1/T1), MPLS networks.
Hands-on experience on SBC (Cisco, Dialogic, Sangoma, AudioCodes, Vega, etc.).
Strong knowledge and hands-on experience in scripting including Bash, PHP, Python, AWK, and SED.
Strong knowledge in databases like MySQL and SQL.
Strong knowledge on Linux systems and network/system diagnosis tools.
Strong analytical and creative problem-solving skills.
Strong troubleshooting skills.
Business Continuity Management knowledge.
Knowledge of call center technologies and operations.
Familiarity with network security practices related to voice communication systems.
CTI, Facsimiles, IVR, ACD, Skill-Based routing strategies.
Telephony – Open source, Cisco, SBC.
Telecom – SIP, TDM, H.323, WebRTC, etc.
Voice/VOIP/Convergence of voice and data.
Automation of services and applications.
Open-source technologies – Docker, GIT, Dev-OPS, ANSIBLE.
ITILv3 certification preferred.

About Qatar Airways Group Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records, and set trends that others follow. So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community. How to apply: If you’re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form. #J-18808-Ljbffr

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TS Manager - Voice

Job details

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Qatar Airways Group

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