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Senior Voice & Contact Center Engineer

Nawy Real EstateCairo, Maadi, Egypt
On-site Full-time

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Experience Level

Senior

Qualifications

Requirements:Proven experience managing 3CX systems or similar PBX platforms (e.g., Asterisk, Cisco Call Manager). Strong knowledge of SIP, VoIP protocols, call routing, and telephony infrastructure. Hands-on experience in modernizing call center systems and enabling advanced features. Experience with system migrations and on-premise deployments. Understanding of integrations between telephony systems and CRM or customer service platforms. Familiarity with network fundamentals (QoS, NAT, firewalls) as they pertain to VoIP performance. Analytical problem-solving skills with a keen focus on availability and uptime. Excellent communication skills and stakeholder management capabilities. Nice to Have:3CX certification(s). Experience with contact center reporting tools and wallboards. Familiarity with workforce management or call analytics platforms.

About the job

Join our dynamic team at Nawy Real Estate as a Senior Voice & Contact Center Engineer. In this pivotal role, you will spearhead the management, optimization, and modernization of our 3CX-based call center infrastructure. Your expertise will ensure the high availability of voice systems, facilitate the implementation of advanced features, and lead our strategic shift from outsourced telephony to a robust, fully managed on-premise solution.

Key Responsibilities:

  • Take ownership of the 3CX call center environment, guaranteeing its stability, uptime, and optimal performance.
  • Lead the transition from outsourced call center infrastructure to an on-premise 3CX setup, ensuring seamless service continuity.
  • Design and implement cutting-edge contact center features such as IVR, call routing, call recording, and real-time dashboards.
  • Monitor and troubleshoot call quality issues, system errors, and SIP trunk-related incidents to maintain service excellence.
  • Ensure effective integration of 3CX with various platforms including CRM, ticketing systems, and reporting tools.
  • Collaborate with Customer Care and IT teams to align on needs and continuously enhance voice capabilities.
  • Establish monitoring tools and alerting mechanisms for proactive system availability and early issue detection.
  • Document architecture, processes, and disaster recovery protocols to support operational efficiency.
  • Ensure compliance with security, data privacy, and regulatory standards to protect sensitive information.
  • Train and support internal stakeholders on utilizing 3CX features and best practices effectively.

About Nawy Real Estate

Nawy Real Estate is a leading player in the real estate sector, committed to delivering cutting-edge technology solutions to enhance customer engagement and satisfaction. Join us to be part of a forward-thinking team that values innovation and excellence.

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