IVR Support Engineer (ICX / Avaya / SIP)

Remote • Posted 1 day ago • Updated 1 day ago

Contract Corp To Corp

Contract W2

Contract Independent

No Travel Required

Remote

$65 - $70/hr

United Technology

Fitment

Dice Job Match Score™

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Job Details

Skills

SIP & Telephony Troubleshooting
Avaya Contact Center Expertise
End-to-End IVR / Call Flow Analysis (ICX + IVR + CTI + AI)

Summary

Job Summary

We are hiring an IVR Support Engineer to support a centralized IVR orchestration and routing platform (ICX) that integrates across carriers (SBC), Avaya contact center stack, IVR applications, agents, CTI, and Google Dialogflow.

This role requires strong end-to-end call flow understanding—not just telephony or application support. You will be responsible for analyzing customer interactions across multiple layers, triaging issues, and ensuring seamless routing and IVR performance.

Primary focus includes supporting Swampfox and FIL applications integrated with the Avaya ecosystem.

Key Responsibilities

Perform end-to-end call flow analysis across SBC → Avaya SM/CM → IVR/media → ICX → agent / Dialogflow
Troubleshoot and triage production issues using logs, SIP traces, and monitoring tools
Analyze SIP signaling and ladder diagrams to identify call failures and routing issues
Support IVR platforms (AEP/MPP) including prompt/media errors and VXML/CCXML behavior
Work with Avaya components (SM, CM, VDNs, vectors, skills, queues, agents) for routing and call handling issues
Monitor alerts from tools like Grafana and correlate with customer impact
Debug CTI flows, agent transfers, and desktop/routing integrations
Support orchestration logic for routing decisions (self-service vs agent, bot vs human, in-house vs outsource)
Collaborate with L1/L2/L3 teams and provide clear escalation documentation
Maintain detailed documentation of incidents, triage steps, and resolutions

Required Skills

Strong foundation in telephony and IP telephony concepts (call setup, routing, trunks, QoS)
Hands-on experience with SIP signaling, traces, and ladder diagram analysis
Experience with Avaya Contact Center stack (Session Manager, Communication Manager, VDNs, vectors, skills)
Knowledge of IVR/media platforms (AEP/MPP, OD/CF applications)
Experience working with centralized routing/orchestration platforms
Ability to perform structured triage using logs, call traces, and monitoring tools (Grafana or similar)
Experience with CTI flows and agent routing/debugging
Exposure to conversational AI tools such as Google Dialogflow
Strong analytical and troubleshooting skills across multiple system layers
Excellent communication and documentation skills

Preferred Skills

Experience with SBC and network-level call handling
Familiarity with real-time KPI-based routing and segmentation logic
Prior experience in large-scale contact center environments
Exposure to Swampfox / FIL applications

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91165420
Position Id: 181-38949-
Posted 1 day ago

Company Info

About United Technology

At United Technology, we specialize in connecting businesses with exceptional tech talent that drives innovation and accelerates growth. With an extensive network of highly skilled professionals in fields such as software development, cybersecurity, data science, cloud computing, and IT infrastructure, we match the right individuals to the right opportunity.

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