Telephone Technician

Contact Center & Telephony Support Specialist

We are looking for an experienced Contact Center & Telephony Support Specialist to join a large organization in a highly critical and urgent role.

Full responsibility for supporting, managing, and maintaining Telephony and Contact Center systems, including troubleshooting, upgrades, and working closely with vendors on improvements and new requirements.

A typical workday includes:

• Morning system checks

• Handling incidents and service requests

• System upgrades and renewals

• Working with vendors on enhancements and new demands

Responsibilities:

• Ongoing administration of Cisco Call Manager / UCM

• Working with Genesys systems – call routing, scenarios, troubleshooting

• Maintenance and upgrades of NICE systems – recordings, monitoring, analytics

• End-user troubleshooting, configurations, and connectivity

• Supporting and leading telephony & contact center projects

• Collaboration with IT teams, call centers, vendors, and integrators

Requirements:

• 2–3+ years of experience in enterprise telephony – mandatory

• Proven hands-on experience with Cisco, Genesys, NICE

• Knowledge of communication protocols (SIP, VoIP)

• Ability to work independently with high ownership

• Strong service-oriented mindset and excellent communication skills