IVR Operation Support Engineer

Job Description

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)

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