Junior Engineer Voice Channels and IVR
Core
Ensuring high availability, monitoring, and 24x7 support for Contact Center platforms and telephony services.
Role type
Junior Engineer, Contact Center Infrastructure & IVR
Builds
Contact Center platforms (AVAYA, Cisco, Genesys), IVR flows, omnichannel routing, and integrations with CRM/business applications.
Domain
Telecommunications / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Contact Center platform configuration (AVAYA, Cisco, Genesys), SIP/RTP/VoIP fundamentals, ACD/IVR/CTI/skill-based routing, omnichannel routing, CRM integrations, API/webhooks/middleware, telephony components (SBCs, media servers, gateways), networking fundamentals (VLANs, QoS, routing, firewall)
Preferred skills
Troubleshooting under pressure, project management, leading implementations
Technologies
AVAYA, Cisco, Genesys, SIP, RTP, VoIP, ACD, IVR, CTI, SBCs, VLANs, QoS
Responsibilities
Ensure high availability of applications and services, provide 24x7 support, resolve incidents and analyze root causes, implement monitoring and alerting procedures, deploy changes and new applications, implement automation and process improvements, participate in designing new services
Seniority
Junior, hands-on IC