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Technical Support Engineer – Contact Center, Unified Communication & IVR

7 years

0 Lacs

Haryana India

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

support communication cisco resolve routing sip analyze reports configuration engineering documentation itil escalation reporting architecture scripting twilio voip network debugging wireshark crm salesforce zendesk certifications collaboration

Work Mode

Remote

Job Type

Full Time

Job Description

Role

Technical Support Engineer – Contact Center, Unified Communication & IVR

roles at UFS (Unified Consultancy Services), tailored for

India, US, and UAE markets

:

UFS is Hiring: Technical Support Engineer

Location:

India | USA | UAE (Remote / Onsite Opportunities)

Type:

Full-Time | Shift-based | Immediate Joiners Preferred

Role Overview

We are seeking an experienced and proactive

Technical Support Engineer

with expertise in

Contact Center solutions, Unified Communication (UC), IVR Systems, and Scripting

. You’ll be part of our global customer success and operations team, supporting mission-critical platforms and ensuring exceptional client experience across geographies.

Key Responsibilities

  • Provide Level 1 & Level 2 technical support for Contact Center (UCCE/UCCX/inContact/Genesys) and Unified Communication platforms (Cisco, Avaya, etc.)
  • Troubleshoot and resolve issues related to IVR workflows, call routing scripts, SIP trunking, call quality, and integrations
  • Analyze logs, configurations, and error reports to identify root causes
  • Deploy updates, patches, and configuration changes with minimal downtime
  • Work closely with Implementation, Engineering, and QA teams to address escalations
  • Provide documentation and technical guidance to customers and internal stakeholders
  • Follow ITIL-based ticketing, escalation, and reporting protocols

Required Skills

  • Strong understanding of Contact Center architecture (Cisco UCCE/UCCX, NICE inContact, Genesys Cloud preferred)
  • Experience with IVR scripting (e.g., CVP Studio, VXML, VoiceXML, Call Studio, or Twilio Studio)
  • Knowledge of Unified Communications (CUCM, CUBE, SIP, VoIP, H.323, etc.)
  • Familiarity with network debugging tools (Wireshark, SIP trace, RTMT, etc.)
  • Exposure to CRM integrations (Salesforce, Zendesk, etc.) a plus
  • Strong communication and customer handling skills
  • Ability to work in rotational shifts and cross-regional teams

Qualification & Experience

  • Bachelor’s degree in Engineering, Computer Science, or relevant field
  • 3–7 years of experience in Contact Center or Unified Communication Support
  • Certifications like CCNA Collaboration, CCNP, ITIL, or NICE/Genesys are a plus

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