Contact Center Technical Engineer2P Perfect Presentation • Riyadh, Riyadh Region, Saudi Arabia
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Contact Center Technical Engineer
2P Perfect Presentation • Riyadh, Riyadh Region, Saudi Arabia
21 days ago
Job descriptionBachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience). 5–8 years of proven experience as a Contact Center Technical Engineer or a similar role. Hands‑on experience with both proprietary (Avaya, Cisco, Genesys, Verint, Bright Pattern) and open‑source contact center and VoIP solutions (e.g., Free SWITCH, Asterisk). Experience in installing, configuring, and troubleshooting Linux OS and non‑SQL databases like MongoDB or MySQL. Familiarity with network technologies and their integration with contact center systems. Contact Center Solutions : Expertise in proprietary platforms (Avaya, Cisco, Genesys, Verint) and open‑source VoIP systems (Free SWITCH, Asterisk). Networking : Strong knowledge of networking protocols and concepts (TCP / IP, DNS, DHCP, VPN). Operating Systems : Proficiency in Linux (RHEL, CentOS, Oracle) and Windows Server. Database Management : Experience with SQL and non‑SQL databases (e.g., MongoDB, CouchDB). Scripting / Programming : Ability to use scripting languages (PowerShell, Ansible) for automation and troubleshooting. Certifications in Contact Center systems. Linux certifications are a plus.
As a Contact Center Technical Engineer, you will manage the installation, configuration, maintenance, and support of contact center solutions to deliver high performance and reliability. You will collaborate with clients and internal teams to resolve complex issues, deploy new features, and improve the overall functionality of our contact center systems, including open‑source and proprietary solutions.
Responsibilities
- Installation & Configuration : Deploy and configure contact center solutions (Avaya, Cisco, Genesys, Verint, Bright Pattern, Free SWITCH, Asterisk) based on client requirements and best practices. Install and maintain Linux OS and non‑SQL databases supporting contact center systems.
- Troubleshooting & Support : Provide technical support for contact center systems and open‑source VoIP solutions, promptly diagnosing and resolving issues to minimize downtime.
- System Maintenance : Perform regular updates and maintenance for proprietary and open‑source systems to optimize performance and ensure security compliance.
- Project Implementation : Work with project managers to implement new projects, system upgrades, and integrations with other IT systems.
- Documentation : Create and maintain accurate documentation of system configurations, troubleshooting processes, and project implementations.
- Training & Support : Train and assist internal teams and clients in the effective use and maintenance of contact center systems.
- Performance Monitoring : Continuously monitor and analyze system performance, providing actionable recommendations for improvement.
- Collaboration : Partner with vendors and third‑party service providers to troubleshoot issues and deploy new solutions.
- Compliance & Security : Ensure compliance with security policies and industry standards for all deployed systems.
Requirements
Technical Skills
Certifications (Preferred)
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
IT Services and IT Consulting
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Technical Engineer • Riyadh, Riyadh Region, Saudi Arabia
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