Contact Center & UC Engineer (Voice & IVR Specialist)

Avensys Consulting Pte Ltd; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Avensys Consulting Pte Ltd, a global IT services firm, seeks a Unified Communications (UC) & Contact Center Engineer focused on telephony infrastructure, IVR design, and customer-facing voice architecture. You will design, implement, and optimize robust UC systems ensuring seamless integration with telecom hardware and CRM data.

Role requires hands-on experience with SIP trunking, SBCs, and at least two UC/CC platforms.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• 4–6 years in Unified Communications, telephony, and contact center environments.
• Experience designing inbound/outbound IVR systems and advanced call flows.
• Strong knowledge of VoIP protocols, security best practices, and packet analysis.
• Hands-on with at least two major UC/Contact Center platforms (e.g., Cisco UCCE/UCCX, Avaya, Genesys, Microsoft Teams Voice).

Responsibilities

• Lead IVR-enabled solutions design, configuration, and end-to-end implementation of complex call routing.
• Configure and maintain UC platforms (Cisco, Avaya, MS Teams, Zoom, WebEx) and gateways.
• Manage SIP, RTP, SBCs, and PBX systems; ensure security and QoS.
• Integrate voice network with CRM and contact center applications for data-driven routing.
• Design voice networks with redundancy, high availability, and disaster recovery.
• Conduct interoperability testing and support UAT.

Skills

IVR design

VoIP & security

UC/CC platforms

Education

Bachelor’s degree in Computer Science or Engineering

Tools

SIP trunking

SBCs

CRM integration

Job description

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are currently looking to hire a Contact Center & UC Engineer (Voice & IVR Specialist)

About the Role

We are looking for a skilled Unified Communications (UC) & Contact Center Engineer who specializes in telephony infrastructure, intelligent call routing, and IVR (Interactive Voice Response) design.

Unlike a traditional internal IT collaboration role, this position is deeply focused on our customer-facing voice architecture. You will design, implement, and optimize robust UC systems, ensuring seamless integration between telecom hardware, complex IVR call flows, and backend CRM databases. If you have a strong background in SIP trunking, SBCs, and contact center applications, we want to talk to you.

Key Responsibilities

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

Required Qualifications & Skills

• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• Experience: 4 to 6 years of dedicated experience in Unified Communications, telephony systems, and contact center environments.
• Deep Routing Expertise: Proven experience designing and supporting inbound/outbound IVR systems and advanced call flows.
• Protocol Proficiency: Strong working knowledge of VoIP protocols, telecom standards, security best practices, and packet analysis (e.g., Wireshark).
• Platform Knowledge: Hands-on experience with at least two major UC/Contact Center platforms (e.g., Cisco UCCE/UCCX, Avaya, Genesys, Microsoft Teams Voice).

Preferred Certifications (A Strong Plus)

• Genesys Certified Professional (GCP)
• Microsoft Teams Voice / Skype for Business certifications

WHAT’S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.