Job Description

Company DescriptionAbout Grab and Our WorkplaceGrab 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.Get to know the teamGrabber 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 RoleYou 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 is hybrid and office location is at Malaysia.The Critical Tasks You Will Perform

• Implementation and solutions delivery of Unified Communications products and enhancements based on current production deployments for Voice system and infrastructure.
• Design and upgrade existing voice system to support scalable global growth requirements.
• Automate tasks to keep voice systems consistent and optimal.
• Work closely with Telco carriers, vendors and the business units to set and coordinate the future direction of the voice system and identify opportunities for enhancements.
• Lead the planning, coordination, implementation, execution, control and completion of medium, large and complex solutions of Voice contact centres typically spanning multiple operating units.
• Establish and implement Voice projects management processes and methodologies for the contact centre to ensure projects are delivered on time, within budget, adhere to and meet customer expectations.
• Assemble Voice projects plans and teamwork assignments, directing and monitoring work efforts, identifying resource needs, performing quality review.
• Track Voice projects milestones and adjusting project plans and resources to meet the needs of the operation.
• Support system audits with internal and external parties to ensure all vulnerabilities and compliances are met with stringent requirements.
• Develop the departmental goals, budgets and KPIs in line with the overall GTS objectives
• Ensure the stability and reliability of Voice systems with full BCP.
• Lead new business requirements gathering, RFP, POC, and business case presentation.

QualificationsWhat Essential Skills You Will NeedThe must have skills

• BS degree in IT/Computer Science/Telecommunication or equivalent experience.
• At leas 8 years of relevant experience
• Experiences in Asterisk, xCally, Avaya, NICE, CISCO, FreePBX, and Vicidial.
• Good understanding with skill on Voice System and CRM integration, API, Plugin etc.
• Good understanding and handling on Collection Dailer feature with complexity setup.
• Experience with Linux Servers
• Familiarity with the fundamentals of Linux Scripting languages such Shell and Python Scripts
• Ability to build and monitor services on production servers
• Experiences in AWS Server and Management Tools
• Experience with traditional PBX and Asterisk
• Basic knowledge of SQL Language and familiar with MySQL
• Experience setting up and maintaining OpenVPN and VPC
• Experience in Call Centre environment is a plus
• Understand SIP (Session Initiate Protocol)
• Basic IP routing and switching experience (CCNA or CCENT certification will be an advantage but is not strictly required)
• Must have a working knowledge of IT security as it relates to cloud-based infrastructure
• Must understand HA and DR concepts

Additional InformationLife at GrabWe 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 GrabWe 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.

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