L2 Avaya CTI & IVR App Support - On-Site Saudi

Tangent International; Saudi Arabia; On-site; SAR 150,000 - 210,000; Full time

Job summary

Tangent International is seeking an experienced L2 Contact Center Application Support Engineer for a 12-month contract in Saudi Arabia. You will own operational, tactical, and technical aspects of Avaya, IVR, CTI, and CRM integrations, ensuring high availability and optimal contact center performance.

Responsibilities include troubleshooting complex IVR and routing issues, managing scripts and configurations, and coordinating with IT infra and BSS teams.

Qualifications

• Diploma or degree in a technical field with strong analytical skills.
• Minimum 5–8 years in contact center application support or administration.
• Proven hands-on experience with Avaya, Cisco UCCE/UCCX, and Genesys platforms.
• Strong CTI, API, and ESB integration experience with WebMethods SAG.

Responsibilities

• Provide L2 application support for Avaya, Cisco UCCE/UCCX, Genesys Cloud/Engage, and related platforms.
• Troubleshoot IVR failures, call routing issues, CTI faults, and agent desktop problems.
• Manage IVR scripts, call flows, skill groups, routing, and contact center configurations.
• Ensure integration with Microsoft Dynamics CRM, Ericsson EB, and EOC.
• Troubleshoot API/ESB integrations via WebMethods SAG for billing/status queries.
• Monitor platform availability, agent performance, queues, SLAs, and KPIs.
• Coordinate SIP/PSTN connectivity, escalations, changes, and ITIL-aligned processes.

Skills

Avaya Contact Center

ACD/IVR/CTI

IP Telephony

Cisco UCCE/UCCX

Genesys Cloud/Engage

Microsoft Dynamics CRM

CTI integration

WebMethods SAG

Ericsson EB/EOC

VoIP/SIP/PSTN

ITIL ITSM

Active Directory

ELK ENM

Troubleshooting

Communication

Education

Bachelor's degree in Computer Science or related

Tools

Jira

ServiceNow

Job description

Tangent International is seeking an experienced L2 Contact Center Application Support Engineer for a 12-month contract in Saudi Arabia. You will own operational, tactical, and technical aspects of Avaya, IVR, CTI, and CRM integrations, ensuring high availability and optimal contact center performance.

Responsibilities include troubleshooting complex IVR and routing issues, managing scripts and configurations, and coordinating with IT infra and BSS teams.