Technical Support Engineer Contact Center,Unified Communication & IVR

Technical Support Engineer Contact Center,Unified Communication & IVR

Company: UFS Networks

Job Location: India

Employment Type: Full-time

Experience Required: 7+ years

Job highlights

Type: Full-Time Shift-based Immediate Joiners Preferred a plus . Strong communication and customer handling skills . Ability to work in rotational shifts and cross-regional teams . Qualification & Experience . Required Skills . Strong understanding of Contact Center architecture (Cisco UCCE / UCCX,NICE inContact,Genesys Cloud preferred) .

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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