Job Description

Key Responsibilities

• Provide L2/L3 support for enterprise Contact Centre applications and infrastructure.
• Monitor and maintain the availability and performance of Contact Centre systems.
• Manage incidents, service requests, problems, and changes in accordance with ITIL best practices.
• Perform root cause analysis (RCA) and implement corrective and preventive actions for recurring issues.
• Troubleshoot and resolve issues related to IVR, ACD, CTI, SIP/VoIP, call routing, and agent desktops.
• Coordinate with network, telecom, infrastructure, and application teams to resolve complex production issues.
• Execute planned maintenance, upgrades, patches, and configuration changes with minimal business impact.
• Ensure compliance with defined SLAs, KPIs, and operational procedures.
• Maintain technical documentation, knowledge articles, SOPs, and operational runbooks.
• Participate in on-call support, shift rotations, and major incident management when required.
• Work closely with business users and vendors to ensure timely issue resolution and service improvements.
• Identify opportunities for automation and continuous service improvement.

Required Skills

• 4–5 years of experience supporting enterprise Contact Centre environments.
• Strong knowledge of ITIL processes (Incident, Problem, Change, and Service Request Management).
• Experience with one or more contact centre platforms such as Cisco, Genesys, Avaya, NICE CXone, Amazon Connect, or similar enterprise solutions.
• Good understanding of VoIP, SIP, IVR, ACD, CTI, and call routing concepts.
• Experience with ITSM tools like ServiceNow, Remedy, or Jira.
• Strong troubleshooting, communication, and stakeholder management skills.