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.