Support Engineer

Job Title: IVR Operation Support Engineer Contract: Yearly Renewable Role Summary: Responsible for the operation, maintenance, and support of Cisco IPCC/IVR platforms, ensuring high availability, performance, and seamless call center operations. Key Responsibilities: Provide 24x7 operational support and incident management (NOC coordination, on-call rotation) Manage and maintain Cisco IPCC, CVP, and Call Manager systems Configure and troubleshoot IP Telephony, PRI, Voice Gateways, and Call Routing Develop and maintain ICM scripts and TCL scripts Monitor platform performance, alarms, and ensure timely issue resolution Handle IVR services, outbound campaigns, and backend integrations Generate reports, analytics, and system diagnostics Support change management (CAB), deployments, and DR setups Coordinate with internal teams and vendors for smooth operations Required Skills: Strong experience in Cisco Contact Center (IPCC/UCCE/UCCX) Hands on with CVP, CUCM, Voice Gateway, ICM Scripting Knowledge of VoIP, IP Networking, PRI/BRI, Call Flows Basic knowledge of SQL Server / RDBMS Good communication and teamwork skills Qualifications & Experience: Bachelor's degree in Telecom / Computer Science / Electronics 3-6+ years experience in IP Telephony / Contact Center technologies For applying, please send your most updated cv and details below to