IVR / HCS Operation Support Engineer

Job Overview

This role involves active participation in 24x7 operational support, including rotating on-call duties to quickly address and resolve incidents as they arise.

Qualifications & Experience

• Possess a Bachelor's degree in Electronics & Communication, Telecommunications, Computer Science, or an equivalent qualification with relevant industry experience.
• Have between three to four years of professional experience in IP Telephony, Unified Communications platforms, IP Contact Center (IP-CC), Telephony platforms, or conferencing technologies.
• Familiarity with network design, call routing processes, and communication protocols such as PRI and BRI.
• Good understanding of telecommunications environments, connectivity, and call flow mechanisms.
• Basic knowledge of IP networking principles.
• Capability in design, coding, call routing, and implementation of ICM scripts within IP Contact Center and IP Telephony systems.
• Experience with ICM scripting and Call Manager operations.
• Competent in configuring voice gateways.

Key Skills

• Proficient in SQL Server database management.
• Hands-on experience with Cisco Voice Portal (CVP).
• Knowledge of quality management and call recording within contact center environments.
• Strong interpersonal and communication skills to facilitate teamwork and effective collaboration.
• Ability to understand and work with complex technology solutions.
• Experience in project and staff management.