Contact Center & UC Engineer (Voice & IVR Specialist)

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain. We are currently looking to hire a Contact Center & UC Engineer (Voice & IVR Specialist) Location: Riyadh, Saudi Arabia About the Role We are looking for a skilled Unified Communications (UC) & Contact Center Engineer who specializes in telephony infrastructure, intelligent call routing, and IVR (Interactive Voice Response) design. Unlike a traditional internal IT collaboration role, this position is deeply focused on our customer-facing voice architecture. You will design, implement, and optimize robust UC systems, ensuring seamless integration between telecom hardware, complex IVR call flows, and backend CRM databases. If you have a strong background in SIP trunking, SBCs, and contact center applications, we want to talk to you. Key Responsibilities • IVR & Call Flow Design: Lead the technical design, configuration, and end-to-end implementation of IVR-enabled solutions and complex call routing configurations. • Infrastructure Management: Configure and maintain UC platforms (Cisco, Avaya, Microsoft Teams, Zoom, WebEx), gateways, and session management. • Core Telephony & Security: Manage and troubleshoot SIP protocols, RTP, SBCs (Session Border Controllers), and PBX systems. • System Integration: Connect voice network infrastructure with contact center applications, CRMs, and C2M databases to improve data-driven routing. • Network Optimization: Design voice networks with a strict focus on Quality of Service (QoS), redundancy, high availability, and disaster recovery strategies. • Testing & Support: Conduct interoperability testing with endpoints and IVR applications, manage system health monitoring, and support User Acceptance Testing (UAT). Required Qualifications & Skills • Education: Bachelor’s degree in Computer Science, Engineering, or a related technical field. • Experience: 4 to 6 years of dedicated experience in Unified Communications, telephony systems, and contact center environments. • Deep Routing Expertise: Proven experience designing and supporting inbound/outbound IVR systems and advanced call flows. • Protocol Proficiency: Strong working knowledge of VoIP protocols, telecom standards, security best practices, and packet analysis (e.g., Wireshark). • Platform Knowledge: Hands-on experience with at least two major UC/Contact Center platforms (e.g., Cisco UCCE/UCCX, Avaya, Genesys, Microsoft Teams Voice). Preferred Certifications (A Strong Plus) • Cisco CCIE / CCNP Collaboration • Avaya ACIS (Certified Integration Specialist) • Genesys Certified Professional (GCP) • Microsoft Teams Voice / Skype for Business certifications WHAT’S ON OFFER You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression. To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [email protected] Your interest will be treated with strict confidentiality. CONSULTANT DETAILS Consultant Name: Mohammad Ahsan Avensys Consulting Pte Ltd EA Licence 12C5759 Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys' personal information and privacy policy. Show more Show less

Bachelor’s degree in Computer Science, Engineering, or a related technical field. 4 to 6 years of dedicated experience in Unified Communications, telephony systems, and contact center environments. Deep Routing Expertise: Proven experience designing and supporting inbound/outbound IVR systems and advanced call flows. Protocol Proficiency: Strong working knowledge of VoIP protocols, telecom standards, security best practices, and packet analysis (e.g., Wireshark). Platform Knowledge: Hands-on experience with at least two major UC/Contact Center platforms (e.g., Cisco UCCE/UCCX, Avaya, Genesys, Microsoft Teams Voice).

IVR & Call Flow Design: Lead the technical design, configuration, and end-to-end implementation of IVR-enabled solutions and complex call routing configurations. Infrastructure Management: Configure and maintain UC platforms (Cisco, Avaya, Microsoft Teams, Zoom, WebEx), gateways, and session management. Core Telephony & Security: Manage and troubleshoot SIP protocols, RTP, SBCs (Session Border Controllers), and PBX systems. System Integration: Connect voice network infrastructure with contact center applications, CRMs, and C2M databases to improve data-driven routing. Network Optimization: Design voice networks with a strict focus on Quality of Service (QoS), redundancy, high availability, and disaster recovery strategies. Testing & Support: Conduct interoperability testing with endpoints and IVR applications, manage system health monitoring, and support User Acceptance Testing (UAT).