L2 Contact Center Application Support Engineer (Avaya, CTI & Ericsson BSS) | Tangent International | Saudi Arabia

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

Position Summary

Driving advanced BSS managed services operations, enterprise contact center availability, and customer interaction platform performance in Saudi Arabia, Tangent International is actively seeking an experienced L2 Contact Center Application Support Engineer for a 12-month extendable contract engagement. In this vital technical operations role, you will take full operational, tactical, and technical ownership of Avaya Contact Center, IVR scripts, CTI integrations, Microsoft Dynamics CRM, and WebMethods SAG API integrations. Bringing 5 to 8 years of progressive professional experience in contact center application support and administration, you will empower an elite telecommunications enterprise to achieve uncompromised platform reliability, seamless customer service operations, and superior contact center efficiency. This prestigious career opportunity offers competitive remuneration, international enterprise exposure, and professional growth within a leading global telecommunications recruitment and consultancy enterprise.

Detailed Job Description

As an L2 Contact Center Application Support Engineer supporting Tangent International on a professional contract basis in Saudi Arabia (12 months extendable contract), you will take full operational, tactical, and technical ownership of L2 application support, complex incident troubleshooting, IVR management, and cross-functional engineering collaboration. Your day-to-day responsibilities include providing L2 application support for Avaya Contact Center, Cisco UCCE/UCCX, Genesys Cloud/Engage, and Skype for Business platforms, troubleshooting complex IVR failures, call routing issues, CTI integration faults, and agent desktop problems, managing IVR scripts, call flows, skill groups, routing strategies, and contact center configurations, supporting integrations with Microsoft Dynamics CRM, Ericsson Billing (EB), and Ericsson Order Management (EOC), troubleshooting API and ESB integrations via WebMethods SAG including billing inquiries, order status, and IVR self-service transactions, monitoring platform availability, agent performance, call queues, SLAs, and operational KPIs, coordinating SIP/PSTN connectivity troubleshooting, incident resolution, and L3/vendor escalations, managing configuration changes, system documentation, and ITIL processes, collaborating proactively with IT infrastructure and BSS engineering teams, and interacting directly with senior recruitment consultants like James Bundock. Furthermore, you will manage application requirements by submitting your updated CV via direct email to [e-mail].

Key Responsibilities

• Provide comprehensive L2 application support, fault management, and performance monitoring for Avaya Contact Center, Cisco UCCE/UCCX, Genesys, and related platforms.
• Troubleshoot complex IVR failures, call routing anomalies, Computer Telephony Integration (CTI) faults, and agent desktop issues.
• Manage and optimize IVR scripts, dynamic call flows, skill groups, routing strategies, and contact center configurations.
• Support seamless integration between Avaya contact center platforms, Microsoft Dynamics CRM, Ericsson Billing (EB), and Ericsson Order Management (EOC).
• Troubleshoot API integrations and ESB message flows through WebMethods SAG for billing inquiries, order status, and self-service transactions.
• Monitor real-time platform availability, agent performance metrics, call queue lengths, service level agreements (SLAs), and operational KPIs.
• Coordinate SIP/PSTN connectivity troubleshooting, incident resolution, and Tier-3 vendor technical escalations.
• Manage configuration changes, comprehensive system documentation, and ITIL-compliant incident and change management processes.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Telecommunications Engineering, Information Systems, or a related technical discipline.
• Minimum of 5 to 8 years of progressive professional hands-on experience in Contact Center Application Support or Administration.
• Strong, demonstrable operational expertise with Avaya Contact Center (ACD, IVR, CTI, and IP Telephony).
• Comprehensive working knowledge and practical proficiency in Cisco UCCE/UCCX, Genesys Cloud/Engage, or equivalent platforms.
• Deep practical experience with Microsoft Dynamics CRM and CTI integration mechanisms.
• Solid practical grasp of VoIP, SIP, PSTN protocols, and enterprise telephony infrastructure.
• Proven experience with API and ESB integrations, preferably utilizing WebMethods SAG.
• Familiarity with Ericsson BSS platforms (Ericsson Billing EB / Ericsson Order Management EOC) is highly desirable.
• Strong knowledge of Active Directory, monitoring tools (ELK Stack, ENM), and IT Service Management (ITSM) platforms.
• Excellent troubleshooting, communication, and ITIL incident and change management skills.
• Mandatory legal work authorization and physical availability for professional operations in Saudi Arabia.

Nice-to-Have Skills

• Professional vendor certifications such as Avaya Certified Implementation Specialist (ACIS) or Cisco Certified Network Professional (CCNP Collaboration).
• Prior professional working experience supporting Tier-1 telecommunications operators or large-scale enterprise customer service centers in the GCC.
• Hands-on familiarity with cloud contact center deployments and omnichannel customer interaction management.
• Experience utilizing enterprise agile tracking and IT service desk platforms (Jira, ServiceNow, Remedy).
• Active participation in contact center engineering associations, telephony user groups, or professional technical forums.

Application Information

• Salary/Rate: Market Competitive / Enterprise BSS Consulting Package
• Work Schedule: On-Site Professional Operations in Saudi Arabia
• Deadline: Open until filled (Urgent Saudi Arabia L2 Contact Center Support Engineer Opening)
• Notice Period: Immediate to 30 Days Preferred
• Contract Duration: 12 Months Contract (Extendable)
• Company Website: https://www.tanint.com

Recruitment Pro Tip

When applying for this L2 Contact Center Application Support Engineer position through Tangent International in Saudi Arabia, ensure your resume explicitly highlights your Avaya CTI/IVR tenure, WebMethods SAG integration experience, and Ericsson BSS familiarity.