Call Centre Technology Support Engineer

Full job description
About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

The Call Centre technology support engineer is responsible for designing, developing, testing, and maintaining software applications to support business operations and customer needs. This role involves collaborating with cross-functional teams, ensuring software quality, and optimizing system performance.

Key duties and responsibilities:

The candidate will be required to provide support and configuration services for the ConnexAI contact center suite and other platforms that may be supported by Reflex. The role supports multi-tenant client deployments, integrates third-party platforms, assists with API-level troubleshooting, and contributes to the delivery of carrier-grade unified communications solutions.

Incident Management & Client Configuration

Act as the first point of contact for ConnexAI-related incidents across multiple client environments.
Software Development: Design, develop, implement and maintain applications using appropriate programming languages and frameworks.
Collaboration: Work closely with product managers, UX/UI designers, and other developers to ensure alignment with business goals.
Support & Maintenance: Provide technical support and updates for existing applications.
Log, track, escalate, and resolve support tickets in line with SLAs.
Implement client-specific contact center configurations based on agreed solution designs.

System Optimisation & Technical DocumentationSystem

Optimization: Enhance performance, scalability, and security of applications.
Documentation: Create and maintain technical documentation for applications, APIs, and processes.

Testing, Troubleshooting & Continuous

ImprovementTesting & Debugging: Perform unit testing, debugging, and troubleshooting to ensure high-quality client experience.
Innovation & Research: Stay updated with emerging technologies and best practices in software development.
Handle troubleshooting of voice, digital, and omnichannel issues (inbound/outbound call failures, channel routing, etc.

Education, Experience and Skills:

Technical Skills:

Hands-on experience with ConnexAI or similar platforms.
Good understanding of REST APIs, including methods (GET, POST), headers, payloads, authentication, and basic debugging.
Exposure to SIP, RTP, and VoIP troubleshooting .

Tools & Technologies:

Experience using API testing tools (e.g., Postman), ticketing platforms (e.g., HaloPSA, Freshdesk, Zendesk), and call monitoring systems.
Working knowledge of JSON, XML, or webhook configurations.

Soft Skills:

Strong problem-solving skills and a logical troubleshooting mindset.
Excellent verbal and written communication.
Customer-focused and able to operate under pressure in a multi-client support environment