System Engineer Specialist (IT Telephony) Job Description **Systems Engineer Specialist (IT Telephony)** **Are you ready to join a highly innovative IT team in a global company that relies on engineering to improve the lives of people?** **Here you get to build the future modern management platform for employees worldwide in Grundfos. Your contributions will have an immense impact on our services** – **working to ensure that we utilise IT in the best possible way.** _”Even though many of our colleagues don’t necessarily know us, they are extremely dependent on our work. Together with the rest of the team, you ensure that our employees can work remotely - wherever and whenever they please.”_ says Henrik René Jensen, Senior Manager. **Join a team of dedicated specialists** In our Global IS User Experience Center, you will join our technical team. We are committed toestablishing a connected, modernised and automated IT client and application experience that predicts and auto-adapts user behaviors across multiple devices.It is our responsibility that our front-end devices such as PC’s, phones, printers and other hardware support remote working so our colleagues have the best conditions for working wherever and whenever it makes sense to them. You will join a team of highly skilled colleagues who are all experts in their own fields – so the help is near any time you need professional back-and-forth. We enjoy working together, and the atmosphere is both professional and informal at the same time. **What is the Job all about?** The Contact Center & Unified Communications Engineer is responsible for the ownership, management, and delivery of Contact Center solutions and unified communication solutions throughout its lifecycle. As our new System Engineer Specialist, your role will involve understanding and addressing business requirements, building solutions that comply with corporate standards, and collaborating with in-house resources, capacity teams, outsourced teams, and vendors to ensure cost-effective and timely delivery of solutions that meet business partner requirements. Effective communication with business partners and stakeholders is crucial, and the role may also involve operational support related to the delivered solutions. **Your main responsibilities:** + Requirements Gathering: Conduct contact center and voice solution requirements gathering, developing options and alternatives in line with the outlined roadmap and product backlog. + Pre-Project Consulting: Provide consulting to the business, recommending appropriate solutions to solve business problems, including initiatives within AI, self-service and automation. + Solution Development: Work with IT and business teams to define requirements for current projects and future standard templates. Develop solutions compliant with corporate architectural standards and collaborate with the Global Engineering team for non-standard solutions. + Implementation Planning: Build solutions and implementation plans using internal and external resources, ensuring full involvement of business partners and communication to all stakeholders. + Execution: Ensure flawless execution of implementation plans in conjunction with vendors and resource teams. Coordinate service introduction, hypercare, documentation, operational handover, and provide support for operational issues if necessary. + Training: Conduct training sessions for super users and end-users to ensure they are well-equipped to utilize the new systems and solutions effectively. + Global Support: Provide regional and global support for the request management process, represent the region in developing global standards, processes, and best practices for Contact Centers and Voice infrastructure, and act as an escalation point for specific projects. + Team Collaboration: Work with a wider team of customer-focused professionals committed to delivering excellent solutions and in-life customer experience. Engage in technology decision-making discussions to demonstrate strong technical competence. **Your background:** We imagine that you have the following background or expertise: + Minimum of 2 years of experience in managing contact center solutions (call flow design, on-premises, and/or cloud). + Experience with AI, self-service, automation, and sentiment analysis tools is advantageous. + Degree in an IT-related field with at least 5 years of experience in the field. + Ability to handle pressure, flexible working hours, and work in process design, development, testing, and go-live phases. + Strong communication skills (bilingual in English) and interpersonal skills to interact effectively with other services, end-users, and management. + Strong customer service focus. + Willingness to work unsociable hours, including weekends and evenings, to support implementations. + Excellent interpersonal skills and ability to communicate effectively. + Experience working globally across different cultures. + Problem management activities. + Team player **Your Competencies:** + Experience in deploying contact centers with more than 50 agents. + Experience with cloud contact center technologies. + Familiarity with Genesys, NICE, Five9, or similar high-end contact centers is a plus. + PMP, Agile, Scrum Master, or Lean certification is a plus. + Experience translating business requirements into technical network solutions. + Strong project management skills. + Effective communication skills to liaise between business and IT specialists on a global scale, particularly with western countries. **What’s in it for you?** **Whether it’s developing leadership skills or advancing your expertise even further, we’ll support you with continuous learning and development opportunities, to help discuss and steer your long-term Grundfos career path. You’ll be welcomed from day one into an inclusive, trusting environment guided by six core values.** + Development opportunities in an international environment + People- and value-focused organization culture + Social- team and sport events + Training opportunities **Do you want to learn more?** **If this job sounds appealing, please send your resume and cover letter by clicking “Apply”.** **To dig deeper into the Grundfos universe, follow us on LinkedIn or Youtube, and to get to know some of your future colleagues and why they love working at Grundfos, check out Meet our people** **We look forward to hearing from you.** _If you want to dig deeper into the Grundfos universe, please visit us on LinkedIn:_ _www.linkedin.com/company/5195_ _or our YouTube channel:_ _https://www.youtube.com/watch?v=zwY54t455CU_ _._ Information at a Glance **Job Details** Application deadline: Workplace: Hybrid (office and home-working) Job Location: Pasig City, National Capital Region, Philippines Contract Type: Full-Time Employment Type: Regular