System Specialist, Unified Communication

4 weeks ago

Pasig, Philippines GRUNDFOS Full time

System Specialist, Unified Communication (UC) GRUNDFOS, Pasig, National Capital Region, Philippines Overview We are looking for a System Specialist, Unified Communication (UC) Specialist to take responsibility for the full lifecycle of our contact center and unified communication solutions. This role translates business needs into effective technical solutions, ensures alignment with corporate standards, and collaborates with internal teams, external partners, and vendors to deliver cost-effective, timely, and high-quality outcomes. The role supports communication technologies that enhance user experience and business performance, and includes operational support for deployed solutions. Responsibilities Requirements Gathering: Conduct contact center and voice solution requirements gathering, developing options and alternatives in line with the roadmap and product backlog. Pre-Project Consulting: Provide consulting to the business, recommending appropriate solutions to solve business problems, including AI, self-service and automation initiatives. Solution Development: Define requirements for current projects and future standard templates; develop solutions compliant with corporate architectural standards; collaborate with the Global Engineering team for non-standard solutions. Implementation Planning: Build solutions and implementation plans using internal and external resources; ensure full involvement of business partners and clear communication to all stakeholders. Execution: Ensure flawless execution of implementation plans with vendors and resource teams; coordinate service introduction, hypercare, documentation, operational handover, and provide support for operational issues if necessary. Training: Conduct training sessions for super users and end-users to ensure effective use of new systems and solutions. Global Support: Provide regional and global support for the request management process; contribute to developing global standards, processes, and best practices for Contact Centers and Voice infrastructure; act as an escalation point for specific projects. Team Collaboration: Work with a broader team of customer-focused professionals; participate in technology decision-making discussions to demonstrate strong technical competence. Requirements Minimum of 5 years of experience in managing contact center solutions (call flow design, on-premises and/or cloud). Experience with AI, self-service, automation, and sentiment analysis tools is advantageous. Degree in an IT-related field with at least 5 years of experience in the field. Ability to handle pressure, flexible working hours, and involvement in process design, development, testing, and go-live phases. Strong communication skills (bilingual in English) and interpersonal skills to interact effectively with other services, end-users, and management. Strong customer service focus. Willingness to work unsociable hours, including weekends and evenings, to support implementations. Excellent interpersonal skills and ability to communicate effectively. Experience working globally across different cultures. Problem management activities. Team player. What’s in it for you? We offer continuous learning and development opportunities to support your Grundfos career path, with an inclusive, trusting environment guided by six core values. If this job sounds appealing, please send your resume and cover letter by clicking “Apply”. #J-18808-Ljbffr

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