Technical Support - Contact Centre Systems

Tech ECS Limited; Kolkata District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Tech ECS Limited is seeking a skilled Contact Center Technical Support Engineer in Kolkata District, India. The role involves diagnosing and resolving technical issues with customer service platforms, working closely with teams for system performance and compliance.

Ideal candidates will have a Bachelor’s degree in IT or Computer Science, proven experience in contact center support, and familiarity with cloud platforms. Strong communication skills and troubleshooting ability are essential.

Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field.
• Proven experience in contact center technical support.
• Strong analytical and problem-solving skills.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues across various systems.
• Work closely with cross-functional teams to maintain system performance.
• Support configuration and customization of customer service platforms.

Skills

Proficiency in contact center technologies

Strong troubleshooting and maintenance skills

Experience with IVR configuration

Familiarity with AWS and Microsoft Azure

Strong verbal and written communication skills

Education

Bachelor’s degree in IT, Computer Science, or related field

Genesys Certification or relevant training

Tools

Excel

SQL

Power BI

Tableau

Python

JavaScript

Job description

Job Summary

We are looking for a skilled Contact Center Technical Support Engineer with deep expertise in contact center technologies to support the seamless operation of customer service platforms. This role requires diagnosing, troubleshooting, and resolving technical issues across various systems, including IVR, workforce management, quality management, and conversational AI. The engineer will work closely with cross‑functional teams to maintain high system performance, support configuration and customization, and ensure compliance with security standards.

Must Have Skillsets (Mandatory)

• Technical Expertise: Proficiency in contact center technologies, including IVR, conversational AI bots, quality management, recording, workforce management, and PCI compliance.
• Troubleshooting and Maintenance: Strong skills in diagnosing and resolving system issues, performing root cause analysis, conducting system health monitoring, and performing routine software updates and patches.
• System Configuration: Experience with IVR configuration and customization, and validating solution designs with system architects.
• Cloud Platforms: Familiarity with AWS, Microsoft Azure, and cloud application architecture, including microservices, Kubernetes, and Docker.
• Communication Skills: Strong verbal and written communication skills, with the ability to collaborate effectively across teams.

Good To Have Skillsets (Optional)

• Networking and Security: Knowledge of VOIP, SIP, messaging, carrier infrastructure, networking, and security.
• Data Analysis: Experience in data analysis within contact center environments, including proficiency in data analysis tools like Excel, SQL, Power BI, and Tableau.
• Automation: Knowledge of scripting languages such as Python and JavaScript for automation.
• Industry Experience: Prior experience in the airline industry or working within high‑volume contact centers.

Qualifications And Experience

• Education: Bachelor’s degree in IT, Computer Science, or a related field.
• Certifications: Genesys Certification or relevant training (Cloud or Engage preferred).
• Experience: Proven experience in contact center technical support, data analysis, and cloud environments.
• Professional Attributes: Strong analytical and problem‑solving skills, ability to handle multiple priorities in a fast‑paced environment, and a collaborative mindset for cross‑functional work.