Contact Center Technical Support Engineer

About the role

ECS is looking for a skilled Contact Center Technical Support Engineer in Hyderabad, India, to support the operation of customer service platforms. The role covers diagnosing, troubleshooting and resolving technical issues across IVR, workforce management, quality management and conversational AI, while working with cross-functional teams on configuration, customization and security compliance.

Required profile

• Bachelor's degree in IT, Computer Science or a related field.
• Proven experience in contact center technical support, data analysis and cloud environments.
• Genesys certification or relevant training (Cloud or Engage preferred).
• Strong analytical and problem-solving skills, able to handle multiple priorities in a fast-paced environment.

Required skills

• Contact center technologies: IVR, conversational AI bots, quality management, recording, workforce management and PCI compliance.
• Troubleshooting, root cause analysis, system health monitoring and routine software updates and patches.
• IVR configuration and customization, and validation of solution designs with system architects.
• Familiarity with AWS, Microsoft Azure, microservices, Kubernetes and Docker.

Nice to have: knowledge of VOIP, SIP, messaging and carrier infrastructure; data analysis with Excel, SQL, Power BI and Tableau; scripting with Python and JavaScript; and experience in the airline industry or high-volume contact centers.