We are looking for an experienced Contact Center Engineer to manage the enterprise level of contact center solution in house development projects as well as insourcing/outsourcing projects.

• Instrument and monitor capacity and utilization in VoIP-based & enterprise Contact Center platforms like Genesys, and 3CX.
• Solution administration, troubleshooting, and upgrading.
• Problem-solving – the ability to handle complex enquiries and also the everyday challenges involved.
• Provide technical support for all contact center systems and tools
• Present professional, efficient and friendly customer service to all customers/agents.
• Manage daily work schedule to ensure sufficient call center coverage.
• Assist in the development of technical material and training documents.
• Train customers and colleagues on equipment operation and maintenance as required.
• Onsite technical support a must to all Call Centre locations if required.
• Support 24/7/365 data center environment by providing on-call support rotation

• Minimum working experience of 2 years in IT infra and application support.
• Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.SIP Server, Work space, knowledge of reading application logs, inbound routing, outbound campaigns, design call flows, Skills-based routing, integration, desktop toolbar integration and call recording & analytics
• Knowledge in cloud telephony UCaaS and CCaaS.
• Degree in computer science or related fields
• IT certification is a plus