Unified Comm Implementation Specialist

What will you do?

At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" - but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans... by you.
This is why we focus on our clients’ needs; finding new ways to simplify their lives and how they do things. We give them products, services and solutions that enable them to live and enjoy life on their own terms – in their own way.
Agile values and principles are strongly embedded in our culture and they are at the core of how we make decisions and how we approach adding value within the company.
Role Overview
The Unified Communications Support Specialist is responsible for providing technical support, troubleshooting, and operational maintenance across enterprise voice, collaboration, and messaging platforms. This role ensures the stability, performance, and reliability of the Unified Communications environment by assisting end-users, resolving incidents, performing system checks, and supporting project-related configuration tasks.
The ideal candidate has strong troubleshooting skills, familiarity with UC technologies, and the ability to communicate clearly with users and technical teams.

What will make you successful in this role?

Soft Skills
•    Excellent communication skills and customer service orientation.
•    Strong diagnostic and problem solving mindset.
•    Ability to prioritize workload in busy support environments.
•    Clear and accurate documentation habits.
•    Comfortable assisting both technical and non technical users.

Qualifications

•    IT Diploma, Degree, or equivalent work experience.
•    Relevant certifications beneficial: 
o    Microsoft Teams (MS-700, MS-720/721)
o    Cisco CCNA Collaboration
o    Zoom Phone Certified
o    Genesys Cloud Support certifications
o    ITIL Foundation

Preferred Experience
•    Supporting hybrid environments (on-prem PBX + cloud UC).
•    Experience with contact center support.
•    Knowledge of security and compliance for UC environments.
•    Familiarity with ticketing tools (ServiceNow, JIRA, BMC Remedy).
Work Environment
•    Hybrid / onsite depending on the organization’s requirements.
•    May require after hours support or participation in on call rotation.

Key Responsibilities
User Support and Incident Management
•    Provide 1st–3rd line support for UC platforms including voice, video, messaging, presence, and conferencing tools.
•    Resolve issues related to call quality, dropped calls, device setup, SIP registration, meeting failures, and client connectivity.
•    Log and manage incidents, requests, and escalations through ITSM tools.
•    Assist end users with handset, softphone, headset, and meeting room device configuration and troubleshooting.
•    Perform root cause analysis for recurring issues and recommend improvements.

Platform Administration and Monitoring
•    Support daily operations of UC platforms and CRM systems .
•    Monitor system health, quality metrics (MOS/RTP/SIP), and platform analytics dashboards.
•    Manage users, phone numbers, call policies, voice routing rules, and device assignments.
•    Assist with scheduled maintenance, patching windows, configuration updates, and system testing.
•    Maintain documentation including runbooks, SOPs, and support guides.

Telephony, Voice and SBC Support
•    Support SIP trunking, dial plans, routing rules, and voice quality troubleshooting.
•    Support number porting, DID management, voicemail setups, and call flow validation.
•    Escalate advanced issues to engineering teams or vendors when required.

Operational Excellence
•    Ensure solutions adhere to internal security, compliance, and governance frameworks.
•    Participate in UC upgrades, migrations, and small implementation tasks under guidance of senior engineers.
•    Contribute feedback to improve system reliability, user experience, and operational efficiency.

Required Skills and Experience
Technical Skills
•    Experience supporting one or more major UC/voice platforms: 
o    Microsoft Teams Phone / Direct Routing / Operator Connect
o    Genesys Cloud or other CCaaS platforms
o    Genesys Pureconnect 
o    NICE
o    Connex One 
o    Avaya Aura
•    Understanding of: 
o    SIP, RTP, VoIP fundamentals
o    Call routing, dial plans, SBC basics
o    Network fundamentals (LAN/WAN, QoS basics, firewall rules)
o    Headsets, handsets, softphones, meeting room systems
•    Familiarity with monitoring tools (Call Quality Dashboards, Teams Admin Center, Zoom Dashboard, SBC logs).
•    Advantageous: 
o    API usage for simple troubleshooting (REST, Graph API, Genesys API)
o    Basic scripting (PowerShell)

Knowledge and Skills

Personal Attributes

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Deadline to apply: 20 March 2026.

Our commitment to transformation