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 :

At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.

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 Jakarta.

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

Additional Information

Life at Grab

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

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.

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