Kolkata, West Bengal, India
Information Technology
Full-Time
Unified Consultancy Services
Overview
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
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
- 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
- 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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