Senior Manager, BIS Voice Engineering

Get to know our Team:

Grabber Technology Services (GTS) aims to be a technology leader that provides predictive and seamless experiences to all Grab employees (Grabbers). We are a diverse team of technology practitioners looking to outserving Grabbers with positive, personalised IT experiences. We are looking for individuals with similar customer-centric and innovative values to join our growing team.​

Get to know the Role:

• Lead the central voice team to manage Grab's voice solution; from product evaluation/RFP, implementation, administration, and roadmap planning across Grab
• Support Customer Experience (CE) team to ensure Grab outserves our customer needs
• Work with other departments (e.g. Engineering, Network teams) to ensure resources are aligned for implementations (e.g. integrations) and issues are resolved in a timely manner
• Provide business process and application expertise as a consultative internal partner for CE

• Develop new operations plans or technological roadmap based on corporate strategic goals

The must haves:

• Ability to build strong relationships with senior leaders and stakeholders across multiple departments

• A passion for developing, coaching and mentoring a team of mid to senior level managers; strong in hiring, team building and organizational development

• 3+ years experience in leading global, enterprise teams managing call center systems

• Deep domain experience in the following areas: Call Center/Customer Service, Linux, Asterisk, SIP, RTP, IAX2 and Telephony

• Experience implementing Call Centre solutions (cloud based) along with other integrations to different systems and external applications including an understanding of API's and able to design solutions using them

• Experience in leading work streams right from solution architecture, design through development and deployment phase, working with team members onsite and remote

Nice to Haves:

• Knowledge in XCally, Twilio, Sabio-Avaya, Vocalcom, and/or Geneyss call center systems

• 4+ years experience working in voice solution environment, related PaaS and SaaS technologies from an architectural and solutions approach including application integration and data migrations

• Strong understanding of networks and ability to troubleshoot issues
• Strong business acumen with the ability to present to senior leaders
• The Digium-Certified Asterisk Professional (dCAP) and the Digium Certified Asterisk Administrator (dCAA) certification