Top 3 skills required for this role:
1.Swampfox
2.Avaya
3.Contact Center Here is a brief description of the Job:
We need an IVR Support Engineer to support our central IVR Orchestration and Routing platform (ICX) that sits between carriers (SBC), Avaya SM/CM/MPP, IVR OD application, agents, and Google Dialogflow. This person won t be a pure telephony or app resource; they must be able to follow a call and customer interaction across multiple layers (SBC, network, Avaya, IVR, orchestration, CTI, Google Dialogflow) and do structured triage when alerts or issues occur. The main focus is supporting Swampfox Application focused around ICX and FIL application which is tightly integrated with Avaya stack. Key skills and focus areas:
Strong core telephony and IP telephony foundations (call setup, transfers, trunks/routes, basic QoS).
Hands-on experience with SIP signaling and traces, able to read SIP ladders and correlate to call behavior.
Working knowledge of the Avaya contact center stack (SM, CM, VDNs/vectors, skills/queues, agents).
Familiarity with IVR / media platforms (e.g., AEP/MPP), including prompt/media errors, VXML/CCXML, and OD/CF app behavior.
Experience with a central routing/orchestration platform that uses business rules, segmentation, and real-time KPIs to decide treatments and destinations (self-service vs agent, in-house vs outsourcer, voice vs chat).
Ability to triage alerts from Grafana or similar tools, and link them to logs, call traces, and customer impact.
Comfort working with agent transfer and CTI flows, including basic debugging of connector/desktop/routing issues.
Exposure to conversational AI integrations (e.g., Google Dialogflow) and when to route to bot vs live agent.
Proven capability to perform end-to-end call-flow analysis across SBC SM CM IVR/media ICX agent/GDF.
Strong documentation and communication skills to clearly capture triage steps, findings, and escalation details for L1/L2/L3 teams.
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