Telecom Engineer ( remote )
About the position As a Telephony Engineer, you will be responsible for overseeing, maintaining, and optimizing our telephony infrastructure, specifically focusing on Interactive Voice Response (IVR) systems. Collaboration with cross-functional teams to ensure seamless IVR operations, script customization, and ongoing system improvements to enhance customer experience and operational efficiency is a must. The ideal candidate will have a strong technical background, excellent problem-solving skills and thrive in a dynamic environment. Responsibilities • IVR Scripting and Development • Design, develop, and maintain IVR scripts to meet business requirements, ensuring smooth call flow and optimal customer experience. • Implement and customize IVR call flows, menus, prompts, and routing logic based on business needs and user feedback. • Troubleshoot and debug IVR scripts to address issues promptly and efficiently. • Telephony Systems Administration • Manage and maintain telephony systems, including PBX, ACD, VoIP, and related hardware/software. • Monitor system performance, conduct routine maintenance, and ensure system reliability and uptime. • Collaborate with cross functional teams to integrate telephony systems with other enterprise applications and NOC monitoring systems. • Collaboration and Support • Work closely with stakeholders, including customer service, IT, and business teams, to gather requirements and implement IVR solutions aligned with business objectives. • Provide technical support and guidance to internal teams on IVR functionality and troubleshooting. • Documentation and Reporting • Create and maintain comprehensive documentation for IVR configurations, system changes, and best practices. • Generate internal reports specifically for the telephony team on IVR performance metrics and utilization to identify opportunities for improvement. Requirements • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). • Proven experience (3-5 years) in telephony systems administration, with a focus on IVR scripting and development. • Proficiency in IVR platforms (e.g. Cisco) scripting languages and telephony protocols (e.g. SIP, RTP). • Strong troubleshooting skills and the ability to analyze complex telecom issues. • Excellent communication skills with the ability to collaborate effectively across teams. • Detail-oriented with a proactive approach to system maintenance and optimization. • Attention to detail • Problem solving and analytical thinking • Communication and customer support • Time management and organization • Technical documentation Nice-to-haves • Certifications in relevant telephony/telecom systems (preferred but not required). Benefits • Opportunity to play a key role in enhancing our telecom systems and improving customer interactions. • Collaborative and innovative work environment. • Competitive compensation and benefits package. Apply To this Job