Call Centre AI & Telephony Specialist IGrow Wealth Investments•Durbanville, Western Cape, ZA

IGrow Wealth Investments Group of Companies, proudly positioned as South Africa’s #1 Investment company, is searching for an experienced Call Centre AI & Telephony Specialist to join our growing team in Durbanville, Cape Town.

If you're passionate about telephony, AI and call-centre technology , this opportunity is for you. You will help build an AI-enabled contact centre where conversations are transcribed, understood and turned into automated actions, while introducing AI voice operators that work alongside human agents. This role is ideal for someone who understands traditional call-centre technology and the future of AI .

Minimum requirements (Advantageous): Qualifications Degree, Diploma or relevant qualification in Information Technology, Computer Science, Software Engineering, Telecommunications or a related field. Experience Strong practical knowledge of SIP, VoIP, 3CX, PABX/PBX systems, SIP trunks, IVRs, queues, call routing and call recording. Proficiency in configuring, supporting and troubleshooting SIP-based telephony and contact-centre environments. Practical knowledge of integrating telephony platforms with CRM systems, internal applications, APIs and databases. Familiarity with call recordings, speech-to-text and transcription technologies. Strong understanding of AI technologies, including LLMs, semantic analysis, embeddings, classification and summarisation. Ability to develop systems that analyse conversations for customer intent, topics, sentiment, objections, commitments, compliance issues and sales opportunities. Ability to develop automated call evaluation and quality-assurance systems using configurable business rules, scripts, scorecards and compliance requirements. Practical knowledge of using AI to extract structured information and actionable insights from customer conversations. Knowledge of AI agents, conversational AI, voice agents, tool calling and workflow orchestration. Ability to integrate AI voice agents with business systems to retrieve information, perform actions, update records, book appointments and trigger workflows. Knowledge of designing human-in-the-loop escalation processes between AI voice agents and human staff. Strong understanding of APIs, webhooks, databases and system integrations. Ability to process and analyse large volumes of call data and conversation records. Strong analytical and problem-solving skills, with the ability to identify trends and convert conversation data into measurable business intelligence. Knowledge of monitoring AI systems for accuracy, latency, reliability and cost. Ability to evaluate new speech, voice, LLM and AI technologies and identify practical business applications. Ability to collaborate with developers and technical teams to integrate telephony, AI and business systems. Exposure to a call-centre, customer-service, telecommunications or technology environment will be advantageous. Duties and responsibilities include, but not limited to: Design, configure and support SIP-based telephony environments, VoIP infrastructure, PABX systems and call-centre platforms. Work extensively with 3CX and similar telephony/call-centre technologies. Understand SIP trunks, extensions, queues, IVRs, routing, call recording, codecs and telephony troubleshooting. Integrate telephony platforms with internal applications, CRM systems, APIs, databases and AI services. Capture and process call recordings for transcription and downstream analysis. Implement speech-to-text and transcription technologies for high-volume call-centre environments. Develop workflows that perform semantic understanding and analysis of calls, rather than relying only on keyword matching. Build systems that automatically identify customer intent, topics discussed, objections and concerns, sentiment and tone, commitments and follow-up actions, compliance issues, sales opportunities, and important events or outcomes from conversations. Develop automated call evaluation and quality-assessment systems that assess calls against configurable business rules, scripts, scorecards and compliance requirements. Use LLMs and other AI technologies to summarise calls, extract structured information and generate actionable insights for managers and agents. Design dashboards and reporting that allow the business to understand call-centre performance and trends across large volumes of conversations. Develop and integrate AI agentic voice operators capable of conducting natural conversations with customers. Integrate AI voice agents with business systems so that they can retrieve information, perform actions, update records, book appointments and trigger workflows during or after conversations. Design appropriate human-in-the-loop escalation, allowing an AI operator to transfer or escalates calls to human staff where required. Build AI workflows that automatically initiate follow-up processes based on what occurred during a call. Evaluate new speech, voice, LLM and AI technologies and determine where they can practically improve business operations. Monitor accuracy, latency, reliability and cost of AI-powered call-centre systems.

If you do not receive feedback within two weeks of submitting your application, please consider your application unsuccessful.

This is a full-time, on-site position where you'll support critical infrastructure at world-class data center facilities. Comprehensive benefits package including: Health, dental, and vision insurance.

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