Senior Technical Support Specialist – Unified Comms

Role Purpose

An Post is currently undertaking a modernisation and expansion of our Unified Communications portfolio, including Voice Services, Contact Centre, Audio Visual, Office365 products along with additional communication applications and partners. Group Technology Service (GTS) is critical to building the technology capability that underpins these core services. This is a dynamic, diverse and constantly evolving IT environment and as such, we need an experienced, service-focused Senior Technical Support Specialist who can monitor and assist in growing our UC Platforms and Services while interfacing with the rest of the organisation in a simple and efficient manner.

Responsibilities

The principal responsibilities associated with this role include, but are not limited to the following:

• Managing/administrating An Post’s instance of Cisco Call Manager

• Voicemail configuration and troubleshooting issues

• Re-routing numbers

• Configuring phones and managing replacements in existing SIP’d sites and preparing new sites for SIP to enable use of Voice Over Internet Protocol (VoIP)

• Creating translation patterns

• Monitoring call manager licencing levels

• Fixing hardware issues i.e. headsets, phone handsets

• Assisting in the management and administration of An Post’s Contact Centres from an IT Support perspective

• Configuring new Contact Centre Users with Cisco Jabber softphone, Finesse and Calabrio (Call Recording)

• Call Centre administration

• Collaborating with third party Service Providers relating to An Post’s Telephony and Contact Centres and assisting in the migration of An Post Telephony to IPT

• Configuring users for Teams Calling

• Ensuring accurate documentation for all aspects of voice related network initiatives including design, procedures and lessons learned as well as maintaining and updating existing documentation

• Proposing and implementing system enhancements (software and hardware updates) that will improve the performance and reliability

• Monitoring and resolving requests and incidents in the Unified Comms and Teams Service Now queues in line with Service Level Agreements (SLAs)

• Providing Assistance and Support for EXO AV, Desk Booking and Visitor Management Systems

• Assisting in Sendgrid/Twilio support and assist with the implementation of new technologies eg. Microsoft Co-Pilot

Knowledge & Experience

The ideal candidate will have experience within a technical discipline and experience in complex voice projects with knowledge of Call Centre requirements and the management, design and development of voice, VoIP, Contact Centre, UC and AV Infrastructure.

You are a great problem solver and an excellent team player with an understanding of Enterprise Voice Technologies, SIP, MS Teams Calling, CUCM, PCCE, voice gateways. You will be a self-starter with exceptional verbal and written communication and facilitation skills. You will be motivated to keep up to date with existing industry practices, emerging technologies and approaches and understand that customer service comes above all else.

Critical Competencies:

(The following competencies are critical to the delivery of results and/or to superior performance in this role)

• Problem Solving & Analysis

• Technical & Professional Knowledge

• Decision Making/Judgement

• Influencing & Gaining Commitment

• Communications

How to Apply?

We welcome all interested candidates to submit a detailed CV with the role title in the subject line to talent@anpost.ie by 5.00pm on 3rd April 2024.

At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. An Post is committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please contact us at (087) 990 5616 or email talent@anpost.ie.

About An Post

An Post is one of Ireland’s leading organisations, offering financial and postal services as well as being a trusted gateway to government services. We are transforming from the old world of traditional letters and cash to the new digital world of e-commerce parcels and financial services.

An Post’s core purpose — to act for the common good, improving the lives of people in Ireland, now and for generations to come — is aligned with the United Nations Sustainable Development Goals, putting sustainability at the centre of everything we do. Corporate Social Responsibility plays a pivotal role at An Post as we focus on developing long-term sustainability. Diversity and Inclusion are also embedded in our strategy, as we continuously evolve to be representative of our employees and the communities we serve. Read more about our strategy and our progress today!