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
