IVR Operation Support Engineer
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
The IVR Operation Support Engineer will be responsible for operations, maintenance, and enhancement of IVR and Cisco Contact Center (IPCC) hosted platforms within a telecom environment.
Key Skills for This Role
Full Job Posting
Job Description
The IVR Operation Support Engineer will be responsible for
operations, maintenance, and enhancement of IVR and Cisco Contact Center (IPCC) hosted platforms
within a telecom environment.
Key Responsibilities
- Provide
- 24x7 operational support
- , including on-call rotation and NOC incident handling
- Analyze and support
- new design requirements and enhancements
- Perform
- implementation and maintenance of hosted IPCC/IVR solutions
- Configure and maintain:
- PRI lines
- IP Telephones
- Voice gateways and routing
- Develop and maintain:
- **ICM Scripts**
- **TCL Scripts**
- IVR call flows
- Support
Cisco Ipcc Hosted Solutions
- , including:
- ICM configuration and troubleshooting
- CVP (Customer Voice Portal) reporting
- Call Manager (CUCM) configuration and maintenance
- Perform:
- Gateway, IP, Router, and Logger configuration & troubleshooting
- RDBMS-related activities
- Support
Hipcc (Hosted Ip Contact Center)
- services (e.g., 111, 180 services)
- Deploy and manage:
- DR environments (IPCC, CVP, VXML servers)
- Provide
- remote/off-hours support when required
- Coordinate with
- vendor TAC support
- for critical issues
- Participate in
Cab (Change Advisory Board)
and post-migration reviews
Core Responsibilities
- Daily
- operations & maintenance
- of IVR and IPCC platforms
- **Proactive monitoring**
- and fault resolution across network elements
- Maintain
Quality Management & Call Recording Systems
- Generate
- reports and analytics
- for business/marketing teams (Voice of Customer insights)
- Design, develop, and maintain:
- Call routing
- ICM scripting
- IVR backend integrations (Micro Apps)
- Support
- Outbound IVR campaigns and agent campaigns
- Ensure all
Change Requests And Service Requests
- are:
- Tested thoroughly
- Delivered with quality assurance
- Coordinate with:
- Product, Marketing, Sales, and Operations teams
- Support
- long-term planning and integration of Contact Center solutions
- Provide
- technical guidance and support to teams
Technical Skills
- Cisco IPCC / Contact Center (Hosted & Enterprise)
- IVR systems & call flow design
• CUCM (Cisco Unified Communications Manager)
- ICM scripting & TCL scripting
- Voice Gateway configuration
• SQL Server And RDBMS
- VoIP technologies
Minimum Qualifications
- Bachelor’s Degree in:
• Telecommunications And Electronics & Communication
- Computer Science or equivalent
- Certifications:
- Cisco Voice/Collaboration certifications (
- Professional level preferred
- )
- Experience:
- **Minimum 4–6 years in IVR / IPCC / Contact Center technologies**
Minimum Experience & Knowledge
- Strong understanding of:
- Telecom environment & call flows
• PSTN, PRI, BRI
- IP Networking fundamentals
- Call routing & ICM scripting
- Voice Gateway configuration
- Experience in:
- IVR backend integration
- Contact Center solution design and support
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Confidential
Junior Accountant
Dubai, UAE
A confidential company in Dubai seeks a Junior Accountant to support daily financial tasks, maintain records, and assist with reporting. The ideal candidate has 0-2 years of experience, strong Excel skills, and a degree
General Manager – IT (Automotive Dealerships)
Jeddah, KSA
A leading automotive dealership group is seeking a General Manager – IT to lead IT strategy, digital transformation, and technology operations. The role requires strong experience with Kerridge DMS and Infor SyteLine ERP
Transaction Monitoring Analyst
Abu Dhabi, UAE
A financial crime function seeks a Transaction Monitoring Analyst to monitor transactions, conduct KYC/EDD, and investigate suspicious activity. Requires 2+ years in AML/financial crime operations and strong analytical s
Executive Assistant
Dubai, UAE
A confidential organization seeks an Executive Assistant to support the Chairman and senior leadership. The role involves managing complex schedules, sensitive communications, VIP engagements, and coordination across mul
Training Manager
Jeddah, KSA
A leading automotive organization in Saudi Arabia seeks a Training Manager to lead learning and development initiatives. You will develop training strategies, conduct needs analysis, manage LMS, and measure effectiveness
Digital Marketing Executive
Dubai, UAE
We are seeking a proactive Digital Marketing Executive with 1-3 years of experience in performance marketing and social media management. You will plan and optimize Google Ads and Meta Ads campaigns, manage social media
Specialist Exams & Assessment Development (UAEN)
Abu Dhabi Emirate, UAE
A confidential company in Abu Dhabi is seeking a Specialist in Exams & Assessment Development to develop, review, and maintain high-quality examinations and assessment materials. The role requires a Bachelor's degree in
Key Account Manager
Dubai, UAE
The company is seeking a Key Account Manager to retain top customers and nurture key relationships. The role involves managing principals, launching marketing plans, stock management, and building relationships with end
Junior Accountant
Dubai, UAE
General Manager – IT (Automotive Dealerships)
Jeddah, KSA
Transaction Monitoring Analyst
Abu Dhabi, UAE
Executive Assistant
Dubai, UAE
Training Manager
Jeddah, KSA
Digital Marketing Executive
Dubai, UAE
Specialist Exams & Assessment Development (UAEN)
Abu Dhabi Emirate, UAE
Key Account Manager
Dubai, UAE