Voice & Call Center Platform Engineer
Hybrid (Waregem)
Fusit is the place to be for anyone looking to sharpen their skills using top-tier technology. Based in Waregem since May 2024, Fusit serves clients across the globe — the world is truly our oyster.
We live and breathe IT; it's at the core of everything we do. Expect state-of-the-art technology and architecture, giving you all the tools you need to shine. We aim to tackle business challenges with smart and inventive tech solutions — from microservices to machine learning — deployed on a global scale.
As a member of the Infrastructure & Operations (I&O) team, you will be responsible for building, managing, optimizing, and maintaining Fusit's voice and call center platforms. Your role includes providing guidance, education, and support across the organization to ensure these platforms are used effectively and adopted throughout the Fusit group.
You will deliver professional advice, analysis, and communication on voice-related projects, strategies, challenges, and incidents to internal IT teams and external partners — ensuring full transparency toward management and business units.
This role centers on voice and call center technologies and requires both strong technical expertise and solid business insight to translate communication requirements into technical solutions that enhance efficiency across the Fusit group.
What does that mean in detail?
* Voice Platform Management:
Oversee and optimize Microsoft Teams Voice and call center systems, ensuring stability and top performance across all entities.
* Technical Advisory:
Translate business communication needs into technical solutions, aligned with architectural standards and local requirements.
* Training & Knowledge Sharing:
Create training materials and deliver sessions to empower internal teams with voice platform know-how.
* Communication & Project Support:
Manage communications around voice-related projects, incidents, and changes to ensure clarity and transparency.
* Continuous Improvement:
Monitor system performance, identify improvement areas, and implement enhancements with relevant teams.
* Knowledge Management:
Keep up with industry trends and integrate new insights to maintain cutting-edge communication solutions.
What makes you the perfect match?
Education:
Bachelor's degree in IT or equivalent experience.
Experience:
* At least 5 years in voice communications, telephony systems, or VoIP platforms.
* Minimum 3 years of experience with Teams Voice implementation and call center integration.
* Proven experience with call center and contact center solutions.
* Experience in project coordination, training, documentation, and communication.
* Willingness to travel regularly to Fusit subsidiaries.
Technical Skills:
* Microsoft Teams Voice administration and architecture across global entities.
* PowerShell scripting for Teams Voice and telephony systems.
* SIP protocol and multi-carrier integration technologies.
* Voice quality monitoring and analytics tools across multiple regions.
* ITIL V3–4 certification preferred.
Competencies:
* Strong communication skills.
* Able to work independently and collaboratively.
* Solid problem-solving with a structured troubleshooting mindset.
* Analytical eye for voice quality and performance.
* Flexible and accurate in system configurations.
What's in it for you?
* A large, modern IT environment with plenty of opportunities to learn and contribute.
* A culture where you stay on top of your game, take initiative, and make an impact.
* An atmosphere built on autonomy, mutual trust, and respect.
* Flexibility in your schedule, including two days of remote work per week.
* An attractive salary package with numerous fringe benefits.
* A brand-new office in Waregem where you can collaborate with your team.
Convinced you're the one?
Apply now