Job highlights

- Type: Full-Time
- Shift-based
- Immediate Joiners Preferred
- a plus . Strong communication and customer handling skills . Ability to work in rotational shifts and cross-regional teams . Qualification & Experience .
- Required Skills . Robust understanding of Contact Center architecture (Cisco UCCE / UCCX,NICE inContact,Genesys Cloud preferred) .

Technical Support Engineer Contact Center, Unified Communication & IVR roles at UFS (Unified Consultancy Services), tailored for India, US, and UAE markets : UFS is Hiring: Technical Support Engineer

Location: India | USA | UAE (Remote / Onsite Opportunities)

Type: Full-Time | Shift-based | Immediate Joiners Preferred

Role Overview

We are seeking an experienced and proactive Technical Support Engineer with expertise in Contact Center solutions, Unified Communication (UC), IVR Systems, and Scripting . You ll be part of our global customer success and operations team, supporting mission-critical platforms and ensuring exceptional client experience across geographies.

Key Responsibilities

- Provide Level 1 & Level 2 technical support for Contact Center (UCCE/UCCX/inContact/Genesys) and Unified Communication platforms (Cisco, Avaya, etc.)
- Troubleshoot and resolve issues related to IVR workflows, call routing scripts , SIP trunking, call quality, and integrations




- Analyze logs, configurations, and error reports to identify root causes
- Deploy updates, patches, and configuration changes with minimal downtime
- Work closely with Implementation, Engineering, and QA teams to address escalations
- Provide documentation and technical guidance to customers and internal stakeholders
- Follow ITIL-based ticketing, escalation, and reporting protocols

Required Skills

- Strong understanding of Contact Center architecture (Cisco UCCE/UCCX, NICE inContact, Genesys Cloud preferred)
- Experience with IVR scripting (e.g., CVP Studio, VXML, VoiceXML, Call Studio, or Twilio Studio)
- Knowledge of Unified Communications (CUCM, CUBE, SIP, VoIP, H.323, etc.)
- Familiarity with network debugging tools (Wireshark, SIP trace, RTMT, etc.)
- Exposure to CRM integrations (Salesforce, Zendesk, etc.) a plus
- Strong communication and customer handling skills
- Ability to work in rotational shifts and cross-regional teams

Qualification & Experience

- Bachelor s degree in Engineering, Computer Science, or relevant field
- 3 7 years of experience in Contact Center or Unified Communication Support
- Certifications like CCNA Collaboration, CCNP, ITIL, or NICE/Genesys are a plus

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📌 Technical Support Engineer Contact Center,Unified Communication & IVR (Panipat)
🏢 UFS Networks
📍 Panipat