Lead Solution Engineer, Voice Systems

Full time

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Grabber Technology Solutions (GTS) provides seamless IT experiences for all Grab employees. Our team values customer-centricity and innovation, ensuring we deliver personalized IT solutions that meet evolving needs. Joining us means engaging in a collaborative and innovative culture.

Get to Know the Role

You will report to Senior Manager, IT Infrastructure.. The Voice Systems team provides a comprehensive voice solution, offering different service modules such as inbound/outbound call center solutions, auto-dialer, video call, CRM integration, and omni-channel support. Also collaborate with CPaaS vendors to deliver these solutions to Grab's Support Contact Centre. You will serve as a Subject Matter Expert (SME), responsible for project managing and delivering these voice solutions to meet the specific needs of the Contact Centre.

This role will be onsite, and the office is in Malaysia.

The Critical Tasks You Will Perform

• Unified Communications & Voice System Management: Implementation, solution delivery, and enhancement of Unified Communications products for voice system and infrastructure, including design upgrades to support global growth and system stability and reliability assurance with full BCP.
• Automation & Optimisation: Automate tasks to maintain optimal functioning and consistency of voice systems.
• Strategic Collaboration & Direction Setting: Work with Telco carriers, vendors and business units to coordinate the future direction of the voice system and identify enhancement opportunities.
• Project Planning & Execution: Lead planning, coordination and implementation of medium to large Voice contact centre solutions, tracking project milestones and adjusting resources.
• Governance & Compliance: Establish Voice project management processes and methodologies to ensure timely, budget-compliant delivery and meet customer expectations. Support system audits to ensure compliance with stringent requirements.
• Resource & Performance Management: Assemble Voice project plans, direct and monitor work efforts, identify resource needs, perform quality reviews, and develop departmental goals, budgets, and KPIs in line with overall GTS objectives.
• Solution Procurement & Implementation: Lead new business requirements gathering, RFP, POC, and business case presentations.

How do your skills match this job?

How do your skills match this job?

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