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Lead IT Ops Engineer

Egypt, Al Qāhirah, CairoEngineering

Job description

Unifonic is a Customer Engagement Platform that enables organizations to delight customers with remarkable omnichannel experiences. By unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touchpoint throughout the customer journey.

Lead IT Operations Engineer

The Engineering team at Unifonic is looking for an organized and process-oriented Lead IT Ops Engineer to define and manage our IT business infrastructure. In this role, you will bring innovation and drive efficiency to the IT department that is accountable for critical business-facing services. You will be responsible for delivering new and enhancing existing services by looking to automate processes while focusing on continuous service improvement across the organization. You will provide timely resolution to escalated incidents, service requests, and problems. You will also have good knowledge of information security and understand how regulations impact the IT operations of an organization. You will assist in planning and developing day-to-day operations, including but not limited to support, installation, repair, and upgrade services of Information Technology systems and devices across the different locations where Unifonic has a presence. The successful candidate should proactively identify problems before they arise and always have a sense of ownership while working as part of a team that works towards a common goal. The responsibilities of the Lead IT Ops Engineer include but are not limited to:

  • Review policies and keep them up to date according to IT trends and organization's needs.
  • Work with different departments to improve IT processes from an end-user perspective, automating the processes where possible and adding more controls to better manage operations.
  • Work with Procurement team to perform cost control across IT tools and devices.
  • Manage user access to systems or applications.
  • Define better onboarding and offboarding processes for IT Ops.
  • Assist in assessing current IT Ops policies and work towards creating new ones if need be.
  • Maintain structured cabling systems, telecom systems, WAN, LAN, Cellular/DAS, Wireless Networks and the local Internet, remote access, VPNs, conference tools, google Apps, etc.
  • Implement predetermined telecom/network software or hardware changes.
  • Establish WAN, LAN, device profiles, device environments, directories, and security for networks being installed.
  • Provide support for connectivity or related network/communication issues for the user community.Monitor instal
  • led network and telecom equipment.
  • Support complex IP Telephony based contact centers environments.
  • Issue and maintain IP addresses and purchase requests for buying the necessary systems or assets.
  • Perform routine maintenance tasks for infrastructure systems such as backups, patch management, and hot-fixes.
  • Maintain, monitor, and support the infrastructure environment and/or facilities.
  • Guarantee the security and compliance of IT assets in the organization according to local and global regulations

Job requirements


  • Hands-on 8+ years of technical experience in system administration or IT technical support.
  • Experience leading high-performing IT teams.
  • Experience re-defining processes and IT Operations within a team and organization
  • Excellent organization and documentation skills.
  • Experience working in growing organizations and defining new processes to improve operations.
  • Bachelor's degree in Computer Science, Software, or other IT related fields.
  • Good knowledge of various infrastructure solutions and Linux.
  • Expert in different areas, such as domain controller (DNS, Active Directory), Identity Access Management tools, VPNs, Unified Endpoint Management, firewalls.
  • Experience in computer networks, windows server administration, and Google Apps.
  • Ability to work in a dynamic and fast paced environment.
  • Experience in IP Telephony and Contact Centers Software & Hardware setups.
  • Strong attention to detail while maintaining sight of the big picture.
  • Fluent in English with excellent writing/editing and verbal communication skills.

Nice To Have
  • Google Workspace - admin perspective 
  • Cloudfare or similar tool (Firewall and VPN)
  • Okta or similar Identity Acess Management tool
  • Unified Endpoint Management solutions
  • Internal business systems
  • Customer support systems with telephony-based systems over IP
  • Experience managing IT Helpdesk
  • Management of employee devices
  • Experience managing the onboarding and offboarding of employees from an IT perspective
  • Ability to work in a dynamic and fast-paced environment.
  • Experience in IP Telephony and Contact Centers Software & Hardware setups.
  • Strong attention to detail while maintaining sight of the big picture.
  • Analytical thinking and being accountable for the results of made decisions.
  • General knowledge in telecommunications (SMSC, VOIP, SMPP, etc).
  • Understanding of accessibility and security compliance.
Egypt, Al Qāhirah, Cairo


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