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.