Solutions Engineer – Omnichannel & Unified Communications (Customer-Facing)

Solutions Engineer – Omnichannel & Unified Communications (Customer-Facing) About the Role

Are you a passionate technical engineer who thrives on solving complex challenges, engaging directly with customers, and creating impact through next-generation communication technology?

ScopServ Integrated Services is looking for a Solutions Engineer, Omnichannel & Unified Communications to join our high-performing team.
You’ll play a pivotal role in designing, implementing, and supporting Omnichannel Contact Centre and Unified Communications solutions across a diverse customer base, ranging from SMEs to large enterprises.

This is a hands-on, customer-facing role where you’ll lead solution design, manage advanced technical escalations, and work closely with high-profile corporate clients. A high level of emotional intelligence (EQ) is essential, as you’ll engage directly with executives, project managers, and technical teams, often in critical, time-sensitive environments where clarity and composure are key.

Key Responsibilities

Solutions & Delivery

• Design, implement, and integrate Omnichannel Contact Centre and Unified Communications solutions across voice, messaging, CRM, and API layers.

• Lead discovery sessions, solution presentations, and proof-of-concepts with clients ranging from SMEs to enterprise-level organisations.

• Deploy, configure, and optimise VoIP/SIP systems and PBXs (Asterisk advantageous), including SIP trunking, dial plans, routing, and SBC configurations.

• Architect secure network topologies (LAN/WAN, VPNs, firewalls, routing, QoS) to support reliable, high-availability communications.

• Manage and optimise Linux and Windows servers across on-prem and cloud environments (AWS, Azure, VMware, Hyper-V).

Technical Leadership & Escalation Management

• Act as the final escalation point for complex technical challenges across contact centre, UC, and infrastructure layers.

• Conduct deep-dive root cause analyses and implement lasting resolutions to enhance system stability.

• Mentor support engineers and share expertise to strengthen internal capabilities.

• Collaborate cross-functionally with Support, Projects, and Professional Services teams to ensure consistent, high-quality solution delivery.

Customer Engagement & Relationship Management

• Build and maintain strong, trusted relationships with customers across all business tiers, from SMEs to enterprise accounts.

• Interact with senior executives and stakeholders, translating technical language into meaningful business outcomes.

• Demonstrate strong interpersonal and emotional intelligence (EQ) when handling sensitive, escalated, or business-critical client situations.

• Maintain a proactive, customer-first approach to every engagement, continually seeking ways to enhance service quality and responsiveness.

Requirements

• 4–6+ years in systems, infrastructure, or voice engineering within a customer-facing or enterprise environment.

• Strong Linux administration (essential), with solid Windows server management experience.

• Proven experience in VoIP, SIP, and PBX systems (Asterisk, SBCs, SIP trunking, call routing).

• Expert understanding of networking fundamentals (LAN/WAN, VPNs, VLANs, QoS, routing, firewalling).

• Experience with virtualisation and cloud platforms (VMware, Hyper-V, AWS, Azure).

• Knowledge of APIs (REST/SOAP), JSON/Bash scripting, and Postman for integration and diagnostics.

• Exposure to Omnichannel and UC platforms such as QContact, XCally, Roger365, or similar is highly advantageous.

• Exceptional communication and presentation skills — able to engage confidently with executives and high-level corporate customers.

• High level of emotional intelligence (EQ) and customer empathy.

• Experience working with diverse clients from SME through to enterprise environments, understanding their different needs and complexities.

• ITIL familiarity and structured troubleshooting or change management processes (advantageous).

• Basic SQL knowledge for performance queries and troubleshooting (beneficial).

Why Join Us

Join a dynamic, forward-thinking team that’s reshaping customer engagement across Africa.  At ScopServ Integrated Services, we deliver cutting-edge Omnichannel and Unified Communications solutions that empower organisations of all sizes from growing SMEs to multinational enterprises — to connect smarter, serve faster, and communicate better.

If you’re a hands-on problem solver with strong technical acumen, customer empathy, and the ability to engage confidently across every level of business, this is your opportunity to grow, innovate, and make a real impact.