IVR / HCS Operation Support Engineer

Role overview

This role is focused on round-the-clock operational support for IVR and HCS environments in Doha. The engineer will help keep services running smoothly, respond to incidents as they come in, and participate in an on-call schedule so issues can be addressed quickly.

Key responsibilities

The position involves supporting live telecom and contact center platforms, troubleshooting operational incidents, and assisting with the ongoing stability of IP telephony and related systems. The role also calls for working with call routing, network connectivity, and scripting components used in contact center and telephony setups.

Required background

Candidates should hold a bachelor’s degree in Electronics and Communication, Telecommunications, Computer Science, or an equivalent qualification with relevant experience. A minimum of 3 to 4 years’ hands-on experience in IP Telephony, UC platforms, IP-CC, TP, or conferencing is expected.

Technical knowledge expected

Applicants need a solid grasp of telecom network design, call routing, PRI and BRI concepts, telecom connectivity, and end-to-end call flows. Basic IP networking knowledge is also important, along with familiarity with design, coding, call routing, and ICM script implementation in IPCC and IP telephony environments. Experience with ICM scripting, Call Manager, and voice gateway configuration is required.

Tools and skill areas

The role calls for experience with SQL Server, CVP, and quality management or call recording systems used in contact centers. Strong communication, teamwork, interpersonal ability, and the capacity to understand technology quickly are important, along with project and staff management capability.

Work pattern

This is a full-time onsite position based in Doha, Qatar. The job requires participation in 24/7 operations support and inclusion in an on-call rotation.

Additional notes

No salary, stipend, vacancy count, or start date has been specified.