IVR Operation Support Engineer

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.