IVR Operation Support Engineer
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Key skills for this role
About the Role
Manage and support Cisco Contact Center and IVR platforms, ensuring operational support, call flow design, and troubleshooting in a 24x7 environment.
Key Skills for This Role
Full Job Posting
Overview
We are looking for a skilled IVR Operation Support Engineer to manage and support Cisco Contact Center and IVR platforms within a telecom environment.
The role involves designing, maintaining, and troubleshooting IVR call flows, ensuring seamless customer interaction services and high availability of IPCC systems.
Key Responsibilities
- Provide
- 24x7 operational support
- and participate in on-call rotations for incident management.
- Perform
- implementation, configuration, and maintenance
- of Cisco IPCC / IVR hosted platforms.
- Design and manage
- IVR call flows
- and routing logic using
- ICM scripting
- .
- Support and maintain
Cisco Cvp (Customer Voice Portal)
- and IPCC components.
- Handle
Call Manager (Cucm) Configuration
- , troubleshooting, and integration with IVR systems.
- Configure and maintain
- voice gateways, PRI, SIP trunks
- , and IP telephony systems.
- Monitor system performance, troubleshoot issues, and perform
- root cause analysis (RCA)
- .
- Maintain and support
- call center services
- , including inbound/outbound IVR and campaign management.
- Generate
- reports and analytics
- related to IVR performance and customer interactions.
- Coordinate with
- vendors (Cisco TAC)
- for critical issues and follow through to resolution.
- Participate in
Change Advisory Board (Cab)
- meetings and execute approved changes.
- Ensure proper testing and validation of
- new service requests and change implementations
- .
- Collaborate with business, operations, and product teams to align IVR solutions with customer requirements.
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