Contact Center & UC Engineer (Voice & IVR Specialist)

About Avensys Consulting

Avensys Consulting is a global IT professional services company headquartered in Singapore. The company provides enterprise solution consulting, business intelligence, business process automation, and managed services. With a decade of experience, Avensys Consulting serves clients across various sectors including banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

Role Overview

Avensys Consulting is seeking a Contact Center & UC Engineer (Voice & IVR Specialist) to join its team in Riyadh, Saudi Arabia. This full-time role focuses on customer-facing voice architecture, involving the design, implementation, and optimization of robust Unified Communications (UC) systems. The position requires ensuring seamless integration between telecom hardware, complex IVR call flows, and backend CRM databases. Candidates should have 2-5 years of experience and a strong background in SIP trunking, SBCs, and contact center applications.

Key Responsibilities

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

Qualifications and Experience

• 2-5 years of experience in Unified Communications and Contact Center engineering.
• Specialization in telephony infrastructure, intelligent call routing, and IVR design.
• Proficiency in SIP trunking, SBCs, and contact center applications.
• Experience with UC platforms such as Cisco, Avaya, Microsoft Teams, Zoom, and WebEx.

Compensation and Benefits

The position offers an excellent base salary and attractive company benefits. Employees also have opportunities for career progression within a collaborative work environment.