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IVR Operation Support Engineer
Job Description & How to Apply Below
We are looking for a skilled IVR Operation Support Engineer to manage and support Cisco Contact Center and IVR platforms within a telecom environment. The role involves designing, maintaining, and troubleshooting IVR call flows, ensuring seamless customer interaction services and high availability of IPCC systems.
Responsibilities- Provide 24x7 operational support and participate in on-call rotations for incident management.
- Perform implementation, configuration, and maintenance of Cisco IPCC IVR hosted platforms.
- Design and manage IVR call flows and routing logic using ICM scripting.
- Support and maintain Cisco CVP (Customer Voice Portal) and IPCC components.
- Handle Call Manager (CUCM) configuration, troubleshooting, and integration with IVR systems.
- Configure and maintain voice gateways (PRI, SIP trunks) and IP telephony systems.
- Monitor system performance, troubleshoot issues, and perform root cause analysis (RCA).
- Maintain and support call center services including inbound/outbound IVR and campaign management.
- Generate reports and analytics related to IVR performance and customer interactions.
- Coordinate with vendors (Cisco TAC) for critical issues and follow through to resolution.
- Participate in Change Advisory Board (CAB) meetings and execute approved changes. Ensure proper testing and validation of new service requests and change implementations.
- Collaborate with business operations and product teams to align IVR solutions with customer requirements.
- Hands‑on experience with Cisco CVP (Customer Voice Portal), ICM scripting (mandatory), Cisco UCCE/UCCX (IPCC platforms), Call Flow Design & Routing Logic, Cisco Unified Communications Manager (CUCM).
- Good knowledge of VoIP protocols (SIP, H.323), Voice Gateway configuration, PRI, and SIP trunking, RDBMS/SQL (basic to intermediate).
- Experience in contact center technologies and IVR systems.
- Strong troubleshooting and operational support experience in 24x7 environments.
- Bachelor’s degree in Telecommunications, Electronics, Computer Science, or related field.
- Cisco certifications in Voice / Collaboration (CCNP / CCIE preferred).
- Experience in telecom / ISP or large‑scale contact center environments.
- Exposure to GCC / Middle East projects is an advantage.
Minimum 4–6 years of relevant experience in Cisco IVR / IPCC / Contact Center technologies.
Key Competencies- Strong analytical and problem‑solving skills.
- Hands‑on experience in IVR design and scripting.
- Excellent communication and stakeholder management skills.
- Ability to work in a 24x7 support environment.
- Proactive and team‑oriented approach.
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