IVR Operation Support Engineer

About This Role

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

Required Skill Set

Technical Skills:

• Cisco IPCC / Contact Center (Hosted & Enterprise)
• IVR systems & call flow design
• CVP (Customer Voice Portal)
• CUCM (Cisco Unified Communications Manager)
• ICM scripting & TCL scripting
• Voice Gateway configuration
• SQL Server / RDBMS
• VoIP technologies

Versions Experience (Preferred):

• IPCC: 5.x, 8.x, 10.5
• CVP: 3.x, 7.x, 8.x, 10.5
• CUCM: 4.x, 6.x, 8.x, 10.5

Minimum Qualifications

• Bachelor’s Degree in:
• Telecommunications / 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