Hi

We are having an opening for Resident Engineering Services (Operations & Support) Saudi Arabia

- Visa client side
- Accommodation: The first 20 days are managed by the client

PositionResident Engineering Services (Operations & Support)QualificationAny GraduateNumber of posts1Office LocationAl Khobar, Saudi ArabiaJob TypeFull time IndustryHospital industryExperience8+ years of experienceSalaryAs per Industry 10,000 riyal per month Roles & Responsibilities
Resident Engineering Services (Operations & Support)
Day-to-day operations, monitoring, administration, and support of the Cisco Contact centre and IVR platforms.
Support of a 24x7 operational healthcare environment, including patient-critical services.
Incident, service request, and problem management in alignment with defined SLAs.
Root cause analysis (RCA), permanent fixes, and system tuning.
¢ Coordination with internal teams, vendors, and manufacturers for escalations and complex troubleshooting.
¢ Maintaining system readiness, backups, and operational documentation
¢ Maintaining the IVR audio prompts and working hours schedules as per the business requirements
¢ Proven experience with Speech Log recording
¢ The proposed Contact Centre Resident Engineer must be physically onpremises (onsite), not provided remotely or virtually, and available for the entire contract duration
¢ Propose innovative enhancements (automation, self-service, AI, Enterprise Email and Chat)
3.2 Development & Enhancement Services
¢ The consultant must demonstrate proven capability to deliver advanced development services across the Cisco Contact Centre and IVR platforms, including support for current IVR and recent initiatives and project-based requirements.
¢ All Contact Centre development activities shall be delivered seamlessly and tightly integrated with day-to-day operations, leveraging deep platform expertise and comprehensive knowledge of the existing environment. Development services must be executed under strict governance and operational controls to ensure enhancements are implemented safely, efficiently,



and with minimal disruption to live services.
3.2.1 Development Scope
¢ Design and development of custom CVP IVR applications
¢ Develop any required integration with other applications and platforms to achieve the required scope
¢ Creation and enhancement of ICM routing scripts, call flows, and business logic
¢ Development of Java-based CVP applications, JAR files, and custom classes
Enhancement of existing IVR flows to support:

- New medical workflows Patient engagement requirements o Business and regulatory changes
- Rapid development supports urgent operational or medical enhancements
- 250 development hours included in BOQ (Clear separation between operational support and development activities)

3.2.2 Integration Development

- Epic Electronic Health Record (EHR)
- ¢ ServiceNow
- ¢ Identity & Access Management (IAM)
- ¢ Active Directory
- ¢ Microsoft Exchange
- ¢ SMS Gateways
- ¢ Single Sign-On (SSO)
- ¢ External databases and APIs
- ¢ All integrations must comply with security, audit, and healthcare compliance requirements.

3.2.3 Change Management Alignment
¢ All development activities must include:
Impact assessment
Testing in a non-production environment
Deployment and rollback planning
¢ Service-affecting changes should require onsite engineer presence.
¢ Change windows and production deployments must be preapproved by CLIENT.
¢ No change shall be deployed without documented approval and rollback capability.

4. Technical Requirements & Competencies
4.1 Qualifications & Experience
Cisco Contact Centre Specialist Certification
CCIE Certification (or equivalent expert-level credential)




10+ years of hands-on experience with Cisco Contact centre technologies
Proven experience in healthcare Contact centre environments
Demonstrated long-term resident engineering experience in large enterprises

4.2 Cisco Unified Communications Manager (CUCM)
Dial Plan design and optimization
Translation and Route Patterns
System upgrades and migrations
Firmware management o Backup and restore operations

4.3 Customer Voice Portal (CVP)
CVP architecture and call flow signalling o Call Servers, Media Servers, and VXML Servers o Custom IVR development and deployment

4.4 Unified Contact centre Enterprise (UCCE / ICM)
Administration of Roggers, PGs, and AW/HDS
Dialed Numbers, Call Types, routing and scripting
Integration with internal and external data sources
Performance tuning and optimization

4.5 Reporting & Databases
SQL queries and database integrations o Cisco Unified Intelligence centre (CUIC):
Custom reports and dashboards
Report scheduling and historical analytics
Value Lists and Collections management
4.6 Agent & Channel Platforms
Cisco Finesse customization (layouts, wrap-up and reason codes, SSO)
Outbound IVR Dialler and campaign management o Enterprise Chat & Email (ECE) support

4.7 Security & Compliance
Endpoint security: MAC-based registration Certificate-based authentication NAC profiles
Voice recording systems (e.g., Glo Bitel Recording)
Access-based control for Recording and UCCE platforms
Compliance with organizational security and audit policies

5. Patch, Upgrade & License Management
¢ Installation of ES releases, patches, and upgrades
¢ License monitoring and compliance: CUCM CVP Agent licenses Recording channelsRequirementsCisco Contact Centre Specialist Certification
CCIE Certification (or equivalent expert-level credential)
10+ years of hands-on experience with Cisco Contact centre technologies
Proven experience in healthcare Contact centre environments
Demonstrated long-term resident engineering experience in large enterprises JoiningImmediate / 15 Days

📌 Production Support - Cisco / CCIE Hospital Saudi Arabia (Hyderabad)
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📍 Hyderabad