IVR Operation Support Engineer

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