3rd Level Support Engineer - Contact Centres
Core
Act as a technical leader driving the timely resolution of complex service and support-related escalations and problem management for contact centre operations.
Role type
Senior 3rd Level Support Engineer (Contact Centres)
Builds
End-to-end incident and problem management activities for contact centre infrastructure and services
Domain
Telecommunications / Contact Centre Operations
Required skills
3rd Line Support, Customer Service, Network configuration, Linux (Centos/Ubuntu), VoIP applications (Asterisk, Freepbx, Elastix, Vicidial), VoIP and IP Telephony technologies (SIP, DNS, RTP, IP-PBX), System monitoring tools (Zabbix, Grafana, VOiPmonitor), Network diagnostics, API integrations
Preferred skills
Training experience
Responsibilities
Investigate, diagnose, troubleshoot, and resolve 3rd Line Support incidents across hardware, software, networks, servers, and telecoms applications; Manage incidents and problems including monitoring affected configuration items and escalating faults; Deliver proactive and superior customer support via email and telephone; Support customer integrations including APIs, CRM systems, transcription tools, and AI bots; Proactively monitor system performance and perform daily health checks; Prepare and maintain clear documentation for problem resolutions and service desk processes; Mentor and coach more junior members of the team
