The CCaaS Senior Engineer is responsible for providing 3rd level technical support on the overall CCaaS platform including Networks and Security, Telephony and VMware with specific focus on Wintel systems. The CCaaS Senior Engineer will also lead with the design and deployment of new CCaaS services.


Technology Support

Performs troubleshooting, technical diagnosis, and proposes efficient resolution of problems on the CCaaS platform.
Recommends and automates daily health checks on the CCaaS platform where possible
Monitors allkey CCaaS components pro- actively and accepts escalations from CCaaS engineers, which can subsequently be escalated to Vendors.
Liaises with 2nd level and onsite engineers whilst troubleshooting and engages vendor support where required to ensure timeous resolution of problems.
Designs and supports the CCaaS Backup Process and the CCaaS System Patching Process by implementing required changes and ensuring adequate documentation of the process
Updates the CCaaS Service Delivery Manager and Escalation point timeously on high priority, high impact issues.
Attends to escalated platform Service and Change requests.
Assists with the design and implementation of the CCaaS platform by working closely with the appropriate Senior Technical Consultant on all new technology implementations
Makes recommendations for efficiency and stability to be adapted within the Merchants CCaaS platform


Maintains service and quality levels according to Merchants’ business standards, processes and procedures.
Administers implements and configures systems according to Merchants’ business standards, processes and procedures.
Documents standard operating procedures and processes
Manages the CCaaS SDM expectations with regards to break-fix calls and service requests.
Generates and designs CCaaS reports as required (Uptime, TMS, Capacity)


Knowledge of CCaaS Technologies – Avaya Call Manager, CMS, IQ, Messaging, Experience Portal, Dialer, Session Manager, Sipera, Media Gateways.
Windows SBS, 2K, 2K3 and 2K8 Server; 2K Pro, XP Pro, Vista desktops
Thorough understanding of Active Directory principals and best practices
Knowledge of LAN,WAN, security ( firewall, switches, routers)
Knowledge of TCP/IP and protocols such as SIP, H323, SMTP, FTP, SSH, HTTP, SSL
Wintel, CCNA, VCP or studying towards would be advantageous
Experience in Project deployment and BAU support
Experience in Service improvement recommendations and implementation

Desired Skills:

  • Nice
  • Avaya
  • Genesis
  • Cisco

About The Employer:

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences.

We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

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