Systems Integrator – Voice Recording & Contact Center Solutions Listing status: Under Review Apply by: 18 July 2025 Position summary Job category: System engineering / consultancy Contract: Permanent EE position: No About our company PlusOneX Introduction The Systems Integrator will report directly to the Technology & Solutions Lead and is responsible for the technical ownership, implementation, and ongoing support of voice recording and contact center applications within the OneX service portfolio. This role focuses on delivering and supporting enterprise solutions based on platforms such as ASC Technologies, CallCabinet, OpenScape Contact Center (OSCC), and Mitel CX.This is a hands‑on technical role that bridges the gap between solution design, deployment, and operational support. The successful candidate will engage with both internal teams and customers to gather requirements, design fit‑for‑purpose solutions, manage integrations, and ensure platforms are fully functional, compliant, and optimized for business needs such as compliance recording, quality assurance, and workforce management. In addition to leading product deployments and providing 3rd‑line support, the Systems Integrator will assist in shaping solution roadmaps, contribute to product lifecycle planning, support sales and pre‑sales efforts with technical insights, and serve as a trusted technical advisor on customer projects. The role also includes responsibility for creating technical documentation, supporting training initiatives, and contributing to continuous service improvement. The ideal candidate will have a deep understanding of voice and contact centre ecosystems, regulatory compliance (POPIA, GDPR), and the ability to work across multivendor environments. A proactive, structured approach to problem‑solving, the ability to lead technical discussions, and strong ownership of deliverables are essential to success in this role. Technical Responsibilities: Provide advanced (3rd‑level) technical support for voice recording and contact center solutions. Lead solution design, deployment, and integration for ASC, CallCabinet, OSCC, and Mitel CX platforms. Create technical documentation, installation guides, and system specifications. Collaborate with vendors and internal teams for troubleshooting, upgrades, and escalations. Conduct proof‑of‑concept testing and pilot deployments of new features or platforms. Maintain and update internal knowledge bases on relevant technologies. Interpret and validate customer requirements for contact centre and voice recording needs. Act as technical advisor in sales engagements, supporting the Sales, Bid, and Solution Architecture teams. Deliver post‑sales support and training to customers on system functionality and best practices. Project Involvement: Assist project managers in defining scope, timelines, and deliverables for solution rollouts. Ensure deployments adhere to OneX methodologies, standards, and contractual obligations. Identify risks or deficiencies in existing architectures and propose actionable improvements. Technology & Innovation: Monitor developments in the voice and contact center industry to guide product and service evolution. Participate in vendor briefings and maintain relevant certifications. Share lessons learned and best practices across the broader technology team A tertiary qualification in Information Technology, Computer Science, Engineering, or a related field is beneficial, but not essential. Solid practical background in telecommunications, networking, or voice infrastructure environments. Demonstrated ability to learn and work across multiple platforms and technologies, especially in voice recording and contact centre ecosystems. Strong analytical and troubleshooting skills, with the ability to work independently and collaboratively within technical teams. Clear and confident communication skills, with the ability to engage effectively with both technical and business stakeholders. Strong Telecommunications & VoIP Background : Solid understanding of VoIP technologies, SIP protocol, RTP media flows, and SBC configurations. Candidates with a background in enterprise telephony and UC environments will be well‑positioned to grow into the role, even if they haven’t yet worked directly with the listed platforms. Adaptability to Learn Product Ecosystems : While prior experience with ASC, CallCabinet , OpenScape Contact Center, or Mitel CX is an advantage, candidates with the right technical grounding in SIP and voice infrastructure will be supported to quickly develop proficiency in these platforms. Technical Design & Integration Skills : Demonstrated ability to plan, deploy, and integrate systems within complex voice environments. Experience working across multiple platforms and technologies to deliver stable, scalable solutions. Problem Solving & Support Capabilities : Comfortable working in a 3rd‑line support capacity , leading troubleshooting efforts across internal teams, vendors, and customers. Able to diagnose voice path, call flow, and system behavior across diverse environments. Regulatory & Compliance Awareness : Awareness of the data protection and compliance requirements surrounding voice recording (POPIA, GDPR), and an appreciation for secure handling of sensitive customer data. Customer‑Focused Communication : Confident in engaging with enterprise customers in both technical and business contexts. Able to build trust, simplify complex topics, and act as a technical advisor during solution discussions or incident resolution. Documentation & Knowledge Sharing : Skilled in preparing detailed technical documentation and willing to contribute to internal knowledge bases, standard operating procedures, and best practices. Ownership & Initiative : A self‑starter who takes accountability for outcomes and can manage multiple responsibilities with minimal supervision. Committed to delivering reliable, high‑quality results in a fast‑paced environment. #J-18808-Ljbffr