Systems Engineer - Application Support
About the role
The Application Support Engineer will be responsible for managing, maintaining, and supporting Contact Centre infrastructure solutions. The role involves day-to-day administration, user configuration, performance monitoring, and troubleshooting of applications related to call routing, workforce management, and dialer systems. The engineer will work closely with network engineers, IT infrastructure teams, and operations leaders to ensure high system uptime and smooth agent operations. Key responsibilities include system administration, incident management, call routing configuration, integrations monitoring, vendor coordination, compliance support, and maintaining documentation. Candidates should have hands-on experience with major Contact Centre platforms and a solid understanding of telephony and IT concepts.
Must have
- 1+ years of practical experience administering and supporting any major enterprise Contact Centre platform (Avaya Contact Centre, Cisco UCCE/UCCX, or Alvaria/Aspect, etc). Relevant vendor certifications may offset direct years of experience.
- Solid understanding of core contact center components (e.g., ACD, IVR, WFM, outbound dialers, or CTI integrations).
- Basic understanding of VoIP, SIP protocols, network fundamentals, and client-server architecture.
- Familiarity with querying SQL databases (MS SQL or Oracle) and analyzing software logs to diagnose technical issues.
- Basic experience navigating and supporting applications hosted on Windows Server or Linux platforms.
- Strong logical troubleshooting approach with an eagerness to learn new enterprise tools and software platforms.
Nice to have
- Relevant certifications in Alvaria/Aspect, Avaya (ACSS/ACIS), or Cisco (CCNA/CCNP Collaboration or Cisco Contact Centre Specialist).
- Exposure to CRM integrations (Salesforce, ServiceNow, or Microsoft Dynamics).
- Basic scripting knowledge (PowerShell, Python, or SQL scripting) to automate routine administrative tasks.
- Certification in MS server operating systems.
Technologies
- CCNA
- CCNP
- Cisco
- CRM
- Linux
- Microsoft Dynamics
- Oracle
- PowerShell
- Python
- Salesforce
- ServiceNow
- SQL
- VoIP
- Windows
- Windows Server
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