Engineer Carrier Contact Center
Key Skills for This Role
Full Job Posting
Role responsibilities
- Ensure support teams meet SLAs and KPIs, maintain business continuity, and keep applications, retail systems, and network services available.
- Serve as first contact for external technical issues and international carrier cases, helping reduce downtime and disruption to sales operations.
- Coordinate international change management and follow operational processes and SLA/KPI timelines.
- Acknowledge and follow up on faults, maintain escalation matrices, and inform business units about network outages and customer impact.
- Review trouble-ticket resolutions and follow up on pending RFOs to close them within SLA.
- Oversee service-desk operations, incident and request resolution, first-level support, escalation, and accurate documentation.
- Maintain service-management practices for consistent incident, request, and escalation handling.
- Monitor and report monthly and quarterly metrics, trends, service anomalies, and improvement areas.
- Handle escalations and coordinate 24/7 coverage through shift and roster planning.
- Communicate performance, major incidents, and improvement plans to stakeholders and liaise between users and support teams.
- Troubleshoot retail applications, including POS errors, order-sync delays, and transaction failures; escalate unresolved issues to L2 with context and impact.
- Document and tag first-level resolutions and contribute them to the knowledge base; provide shift coverage during peak hours, holidays, and promotions.
Qualifications and experience
- Bachelor’s degree in Telecommunications Engineering or Electronics and Communications Engineering, or an equivalent diploma in the same or related field.
- At least 3 years of experience in a related field in the telecom industry.
- Basic understanding of IP technologies.
- Fluent written and spoken English.
- Very good command of MS Office: Excel, Visio, PowerPoint, and Project.
- Experience using trouble-ticketing systems.
- Self-motivated, collaborative, results-oriented, flexible, and able to multitask and resolve conflicts.
- Analytical and conceptual thinker with initiative and the ability to work under pressure and handle network emergencies.
Application process
- Applicants are asked to complete an AI-based chat interview after deciding to apply; it is untimed and should be completed within a reasonable period.
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