IVR / HCS Operation Support Engineer

About the role

We are looking for an IVR/HCS Operation Support Engineer to join our 24x7 operations team. The role involves providing continuous support for interactive voice response and contact center systems and participating in an on‑call rotation to resolve incidents quickly.

Key responsibilities

• Provide 24x7 operations support for IVR and HCS platforms.
• Participate in on‑call rotation to attend to reported incidents promptly.
• Monitor system performance and ensure service availability.
• Coordinate with project and staff management as needed.

Required profile

• Bachelor’s degree in Electronics & Communication, Telecommunications, Computer Science or equivalent.
• 3‑4 years of experience in IP Telephony, UC platforms, IP‑CC, TP or conferencing.
• Understanding of telecom environment, connectivity and call flows.
• Basic knowledge of IP networking.

Required skills

• SQL Server.
• CVP Quality Management and Call Recording.
• ICM scripting and call manager configuration.
• Voice Gateway configuration.
• Network design, call routing, PRI and BRI knowledge.
• Design, coding and ICM script implementation.
• Familiarity with IP‑CC and IP‑Telephony technologies.