Systems Administrator - Certinia

Sabio is a Global company and the leading independent UK Contact Centre solution supplier.  We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration.  As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality.  We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do. 

We are currently looking for a passionate and enthusiastic Certinia Systems Administrator reporting into our Global Data Integration and Systems Manager. The ideal candidate will have a deep understanding of Salesforce administration, excellent problem-solving skills, and a proven track record of implementing and managing Certinia/Salesforce solutions.

As the Certinia Systems Administrator, you'll primarily be responsible for the ongoing configuration, maintenance and administration of the platform, whilst also driving best practice and process improvement.

Key Responsibilities

  • Maintain and administer user access, security settings, application configuration, maintenance, and improvement of our FinancialForce (Certinia) tool.
  • Work with the various stakeholders and technology teams to develop and implement new business processes within FinancialForce (Certinia).
  • Customise FinancialForce (Certinia) to fit business needs, with the ability to create custom objects, fields, and formulas.
  • Actively identify and implement process improvements within the FinancialForce (Certinia) platform.
  • Keep abreast of new FinancialForce (Certinia) features and functionality, providing recommendations for process improvements.
  • Provide training, documentation, and assistance to users on the FinancialForce (Certinia) functionality.
  • Ensure system integrity and security, manage user roles and profiles, and perform regular system audits.
  • Upgrade and configure FinancialForce (Certinia) for optimal performance and integrations.
  • Creating and maintaining reports and dashboards customizations.
  • Design and implement flows to suit business requirements.
  • Troubleshoot and resolve user issues in a timely and efficient manner.
  • Design and create custom reports and dashboards to provide insights into key business metrics.

Skills Knowledge and Expertise

Skills 
  •  Ability to collaborate with cross-functional teams, including developers, business analysts, and other stakeholders.
  • Team player with strong interpersonal skills.
  • Vision to identify opportunities for process improvements and optimisation.
Knowledge 
  •  Knowledge of Salesforce ecosystem 
  • Knowledge of governance best practices to ensure the stability and scalability of the Salesforce platform.
  • Familiarity with release management and change control processes
Essential
  •  Salesforce Admin Certification
  • 1 + Years Salesforce experience
  • Competent knowledge with Flow.
  • Excellent written and verbal communication skills. 
  • Self-motivated, Adaptable and flexible to change
 Beneficial
  •  Exposure to Certinia or any other PSA tool
 

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:
  • Remote/Flexible work
  • Private health
  • 18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
  • LinkedIn Learning
  • Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates.  Sabio Group are unable to offer sponsorship on any roles advertised. 



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Department
IT
Employment Type
Full Time
Location
Cape Town
Reporting to
Global Data Integration and Systems Manager

Backend Software Developer

Are you a skilled Backend Developer with an appetite to hang out with the most brilliant developers and engineers? 
Does an innovative, vibrant environment and being amidst the best CX professionals appeal to you? 
Moreover, would you like to boost your value in the CX and software development arenas? 
Then, come on over and join us: We’re looking for you!

What we need 
 
Sabio is looking for an Experienced Backend Developer to join our Professional Services team in Madrid and help us design and implement the most sophisticated integrations between complex CX environments for the most important companies across Europe. 

Key Responsibilities

Work with the team to: 
  • Analyze, design and develop Java and/or .NET applications.
  • Develop new applications and maintaining existing ones.
  • Do project documentation. Technical and functional documentation of processes and functionality.
  • Carry out test plans and ensuring the quality of software produced. 
  • Manage code deployment in a variety of customer environments.
  • Ensure systems are secure and protected against cyber security threats.
  • Work with other software developers and software engineers to ensure that development follows established processes and works as intended.

Skills, Knowledge & Expertise

  • Education: bachelor's degree in information technology, telecom, math, or a related major.
  • Experienced and comfortable throughout the entire software development lifecycle from idea to delivery.
  • Java, .NET and SQL expertise with at least 2 years of experience.
  • Experience with CI/CD platforms and tools, e.g., git, gitlab, Jenkins, Bamboo, Spinnaker, etc.
  • Experience working directly with customers or key stakeholders, and able to translate customer requirements into sound designs and efficient implementations.
  • Good communication skills.
  • Analytical, organizational, and problem- solving skills.  
  • A good level of written and spoken English.
 
Bonus skills
  • Experience integrating CX solutions such as Genesys (Cloud / Engage), Salesforce, etc.
  • IVRs (Avaya / Genesys). 
  • AWS Knowledge

Benefits

Benefits 
Our Workplace! Going to work will feel like coming home. We make work fun.  
 
And if you have an appetite to learn new things, like we do, we offer our innovative career plan, through a continuous training program to keep you at pace with the most advanced products and technology.

In addition, Sabio Group offers social benefits such as Meal Vouchers, Medical Insurance, Pension Plan and Life Insurance
 
And Salary?... yes, that too! 
 
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Department
Delivery
Employment Type
Full Time
Location
Madrid
Reporting to
Joaquin Martin

Network Engineer - F5/Checkpoint - Contractor

At the Sabio Group; through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation. We work across industry verticals, with some of the world’s largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement. Combining our own unique products and deep sector knowledge with award-winning technologies, we are one of Europe’s fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries. We are also plotting a path to net zero with a commitment to the UN Sustainable Development Goals, and we are committed to diversity and inclusion within our workplace. Our workforce reflects the whole of society enabling us to deliver experiences for the whole of society.

The senior Network Specialist will deliver operational, maintenance and project work within the network of our customer. Analysing network performance, remediating operational issues, proactive improvements and maintenance of F5 and Checkpoint devices and the monitoring of them.


Key Responsibilities

  • Break Fix. Participate and lead in incidents to resolve faults across the managed network estates and author root cause documentation for major incidents. Primary focus on Checkpoint and F5 devices.
  • Capacity Management. Complete regular reviews of the network and verify their requirements haven’t changed during their lifecycle and collaborate with the team on defining solutions. 
  • Lifecycle Management. Maintaining device firmware and software versions for supportability according to health regimes, as well as collaborating with infrastructure consultants on hardware maintenance and management. 
  • Network Configuration. Managing change control and installation of installs, configuration changes and upgrades, ideally through automated means. Reviewing and approving technical change proposals by the team. 
  • Project Delivery. Be responsible for managing delivery of internal and customer facing projects to agreed timelines and working with project managers or service delivery managers around project plans. Collaborate with network team and wider business around design changes or operational changes.
  • Monitoring. Ensure all managed devices are monitored and alerts generated for health, utilization and lifecycle and responses to alerts by the team are appropriate, including procedures for alert categories. 
  • Strong planning and organizational skills to manage and schedule projects of different scales. 
  • Extensive knowledge of firewall concepts and technologies from any vendor and experience implementing and maintaining them, preferably Cisco, Checkpoint & F5. 
  • Extensive routing protocol experience including BGP and OSPF and knowledge of route redistribution, route-maps, and prefix lists. 
  • Maintaining documentation including connection diagrams and network diagrams, high level designs and low-level designs and knowledge base
  • Network Design. Collaborate with network architects and other engineers to design and plan implementation of new network solutions and improving the configuration and efficiency of existing networks. Represent as technical authority for Checkpoint and F5 changes 

Skills Knowledge and Expertise

Essential Desired 
·         Minimum of 5 year’s proven experience as a senior/Tier 3 network engineer. 
·         Proven hands-on experience with F5 networking technologies. 
·         Proven hands-on experience with Checkpoint security technologies. 
·         Knowledge and experience with common routing and switching protocols. 
·         Detailed knowledge of Network Security.
 
Desired Behaviours 
  • Strong knowledge of Checkpoint technologies, potentially proven with certifications such as Checkpoint CCSE and Checkpoint CCSM
  • Customer Orientated. A person that understands the fundamentals of what good/excellent customer service looks like and takes a proactive and self-motivated approach to doing what’s right for customers.
  • Strong Interpersonal skills. Able to negotiate with colleagues both inside and outside the business and customer. 
  • Detail-Oriented. This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports

Apply now
Apply now
Department
Support
Employment Type
Contract
Location
Glasgow
Reporting to
Head of Hosted Infrastructure and Networking

Technical Support Specialist - Avaya

Sabio is a Global company and the leading independent UK Contact Centre solution supplier.  We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration.  At Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality.  We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do. 

We are currently looking for a passionate and enthusiastic Avaya - Technical Support Specialist to deliver technical support to a diverse customer portfolio of complex, multivendor, multichannel contact centres and business communication solutions. 
 
Our Avaya - Technical Support Specialist bring deep domain knowledge of the solutions employed by our customers, identifying, isolating, and resolving issues within key areas such as VOIP, SIP, and Call Routing. Working closely with their counterparts across the globe, and Technical Specialists within adjacent technical areas, our customers depend on our team to minimise and prevent costly service interruptions, and to get the best value from the solutions

Key Responsibilities

Incident Response, Problem Management, Service Request Fulfillment and Change
  • Control/Implementation
24x7 Oncall for Major Incident Response
  • Approximately 1 week in 4
  • Rota runs Friday to Friday
Field Engineer Visits
  • SA wide
  • Very infrequent - approx. once per year
Out of Hours Maintenance Tasks
  • Regular demand for this work
  • Standard Managed Standby allowance
Client Consultation and Advice
  • Regular and growing requirements to provide consultation to our clients
  • Provide advice to enable our clients to get the best value from their solutions

Skills Knowledge and Expertise

  • Significant proven experience working with Avaya UC solutions in enterprise environments, with a strong emphasis on implementation, customization, and optimization.
  • In-depth knowledge of Enterprise call routing, VOIP and SIP.
  • Excellent working knowledge of Packet tracing tools like Wireshark, a high level understanding of LAN/WAN/Security protocols, Excellent knowledge of SSH/TLS certificate administration(certificates) A good work working knowledge of VMware and VMware principles 94
  • Excellent analytical skills and problem-solving abilities, with a keen attention to detail and a track record of delivering innovative solutions to complex business challenges.
  • Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization and convey technical concepts to non-technical audiences.
  • Proven ability to work independently as well as collaboratively in a team-oriented, fast-paced environment, with a commitment to continuous learning and professional growth.

 Technologies
  • Expertise in administering and troubleshooting Avaya Aura systems, including experience with VOIP, SIP, Call Routing. 
  • Experience with Amazon Connect an advantage.
Desirable Qualifications
  • Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.
Desirable Certifications 
  • Avaya ACSS 3000 – Avaya IP Office Platform Support
  • Avaya ACSS 7220 – Avaya Aura Core Components Support
  • Avaya ACSS 7230 – Avaya Aura Communication Applications Support
  • Avaya ACSS 7492 – Avaya Aura Call Center Elite Support
  • Avaya ACSS 7180 – Avaya Messaging Support
  • Avaya ASTA 9030 – Avaya Control Manager for Enterprise
  • Avaya ASTA 9090 – Avaya Call Management System
  • Avaya ASTA 9170 – Avaya IX Workplace Attendant

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:
  • Remote/Flexible work
  • Private health
  • 18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
  • LinkedIn Learning
  • Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)
The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates.  Sabio Group are unable to offer sponsorship on any roles advertised. 
Apply now
Apply now
Department
Support
Employment Type
Full Time
Location
Cape Town
Reporting to
Head of SA Managed Services and Support

Sabio Group Wins New Contract with Swedish Energy Firm, Vattenfall, for Cloud Contact Centre Transformation

Vattenfall, one of Europe's largest producers and retailers of electricity and heat, has entered an agreement with Sabio for the delivery of Genesys Cloud and support services.  

Additionally, Sabio will undertake a multi-month project to assist Vattenfall in transitioning to the Genesys Cloud contact centre platform, covering its operations in Germany, the Netherlands, and the Nordics. 

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