- Location
- Doha
- Experience
- 4+ years
- Closing date
- Today
- Source
- CareersPage
Description
Key Responsibilities
- Provide L2/L3 support for enterprise Contact Centre applications and infrastructure.
- Monitor and maintain the availability and performance of Contact Centre systems.
- Manage incidents, service requests, problems, and changes in accordance with ITIL best practices.
- Perform root cause analysis (RCA) and implement corrective and preventive actions for recurring issues.
- Troubleshoot and resolve issues related to IVR, ACD, CTI, SIP/VoIP, call routing, and agent desktops.
- Coordinate with network, telecom, infrastructure, and application teams to resolve complex production issues.
- Execute planned maintenance, upgrades, patches, and configuration changes with minimal business impact.
- Ensure compliance with defined SLAs, KPIs, and operational procedures.
- Maintain technical documentation, knowledge articles, SOPs, and operational runbooks.
- Participate in on-call support, shift rotations, and major incident management when required.
- Work closely with business users and vendors to ensure timely issue resolution and service improvements.
- Identify opportunities for automation and continuous service improvement.
Required Skills
- 4–5 years of experience supporting enterprise Contact Centre environments.
- Strong knowledge of ITIL processes (Incident, Problem, Change, and Service Request Management).
- Experience with one or more contact centre platforms such as Cisco, Genesys, Avaya, NICE CXone, Amazon Connect, or similar enterprise solutions.
- Good understanding of VoIP, SIP, IVR, ACD, CTI, and call routing concepts.
- Experience with ITSM tools like ServiceNow, Remedy, or Jira.
- Strong troubleshooting, communication, and stakeholder management skills.
Skills
JiraServiceNowComplianceITIL
