Lead Solution Engineer, Voice Systems

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to know the team

Grabber Technology Solutions (GTS) provides seamless IT experiences for all Grab employees. Our team values customer-centricity and innovation, ensuring we deliver personalized IT solutions that meet evolving needs. Joining us means engaging in a collaborative and innovative culture.

Get to know the Role

You will report to Senior Manager, IT Infrastructure.. The Voice Systems team provides a comprehensive voice solution, offering different service modules such as inbound/outbound call center solutions, auto-dialer, video call, CRM integration, and omni-channel support. Also collaborate with CPaaS vendors to deliver these solutions to Grab's Support Contact Centre. You will serve as a Subject Matter Expert (SME), responsible for project managing and delivering these voice solutions to meet the specific needs of the Contact Centre.

This role will be onsite, and the office is in Malaysia.

The Critical Tasks You Will Perform

• Unified Communications & Voice System Management: Implementation, solution delivery, and enhancement of Unified Communications products for voice system and infrastructure, including design upgrades to support global growth and system stability and reliability assurance with full BCP.
• Automation & Optimisation: Automate tasks to maintain optimal functioning and consistency of voice systems.
• Strategic Collaboration & Direction Setting: Work with Telco carriers, vendors and business units to coordinate the future direction of the voice system and identify enhancement opportunities.
• Project Planning & Execution: Lead planning, coordination and implementation of medium to large Voice contact centre solutions, tracking project milestones and adjusting resources.
• Governance & Compliance: Establish Voice project management processes and methodologies to ensure timely, budget-compliant delivery and meet customer expectations. Support system audits to ensure compliance with stringent requirements.
• Resource & Performance Management: Assemble Voice project plans, direct and monitor work efforts, identify resource needs, perform quality reviews, and develop departmental goals, budgets, and KPIs in line with overall GTS objectives.
• Solution Procurement & Implementation: Lead new business requirements gathering, RFP, POC, and business case presentations.

Qualifications

What Essential Skills You Will Need

• Educational & Professional Background: BS degree in IT/Computer Science/Telecommunication or equivalent experience, with at least 8 years of relevant experience.
• Telecommunication Software Proficiency: Experience with Asterisk, xCally, Avaya, NICE, CISCO, FreePBX, Vicidial, traditional PBX and Asterisk.
• Technical Skills: Good understanding of Voice System and CRM integration, API, Plugin, Collection Dialer feature setup, Linux Servers, and Linux Scripting languages such as Shell and Python Scripts. Basic knowledge of SQL Language and familiarity with MySQL.
• Server Management: Ability to build and monitor services on production servers, with experience in AWS Server and Management Tools. Experience setting up and maintaining OpenVPN and VPC.
• Telecommunication Protocols: Understand SIP (Session Initiate Protocol) and basic IP routing and switching experience (CCNA or CCENT certification is an advantage but not strictly required).
• IT Security Knowledge: Must have a working knowledge of IT security as it relates to cloud-based infrastructure and understand HA and DR concepts.
• Experience in Call Centre Environment: Previous experience in a Call Centre environment is a plus.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.