Location: Kuwait

Type of Employment: Full-time – Telecommunications/Call Centers

Company: A leading Call Center Outsourcing company

Job Overview

We are seeking a skilled IT & Cloud Systems Specialist to join our growing team in managing and operating our call center's IT infrastructure. This includes networks, cloud systems, providing technical support to agents, managing IVR systems, monitoring systems, and ensuring uninterrupted business continuity.

Key Duties and Responsibilities

• Managing, operating, and maintaining on-premises and cloud network infrastructure.

• Managing call center platforms (cloud/on-premises) such as Genesys, Avaya, Cisco, Fresh caller, Five9, Vonage, or others.

• Setting up and updating IVR systems and modifying call flows according to operational requirements.

• Providing technical support to call center agents, diagnosing, and resolving daily issues. • Managing user accounts and permissions via Active Directory/Azure AD.

• Managing ticketing systems and ensuring case closures within the SLA.

• Monitoring system performance (monitoring and dashboards) and proactively addressing issues.

• Liaising with service providers (ISP/Telecom/Cloud Vendors).

• Participating in company systems development and digital transformation projects.

• Preparing periodic reports and submitting improvement recommendations.

Requirements and Qualifications

• 3–5 years of experience in information systems, network, or call center systems support.

Skills

 Strong knowledge of:

o Networks (LAN/WAN/VPN)

o Cloud Platforms (AWS/Azure/Google Cloud)

o Windows Servers/Linux

o VoIP/SIP/Softphone

o Firewalls & Security (Fortinet/Sophos/Cisco)

 Experience in IVR control/Call Routing/Call Center Queues.

 Ability to quickly analyze and resolve technical issues.

 Excellent communication skills for working with operations teams.

 Preferred but not required certifications:

o CCNA/CCNP

o Azure/AWS Associate

o ITIL

o Any Call Center Platform certifications (Genesys – Avaya – Cisco)

Benefits:

- Competitive salary + incentives.

- Professional and technologically advanced work environment.

- Rapid training and advancement opportunities in the technology and communications sector. Annual leave – Flexible working hours for emergencies.