Job description

The Senior IT Engineer – Telephony & Contact Center Solutions is responsible for designing, implementing, supporting, and optimizing enterprise telephony and contact center solutions. The role combines pre-sales consulting, solution architecture, deployment leadership, and post-implementation support activities.

The successful candidate will possess hands-on expertise with Avaya, Cisco, and Mitel platforms, strong contact center and IVR capabilities, application integration knowledge, and the ability to engage customers throughout the solution lifecycle from requirements gathering to production support.

Key Responsibilities

Telephony & Contact Center Solutions

• Design, configure, implement, and support Avaya, Cisco, and Mitel telephony platforms.
• Deploy and manage contact center solutions including voice, IVR, reporting, call recording, workforce optimization, and omnichannel components.
• Design and develop IVR call flows based on customer business requirements.
• Perform telephony migrations, upgrades, and infrastructure modernization projects.
• Conduct root cause analysis and performance optimization of telephony environments.
• Support SIP, VoIP, gateways, SBCs, and unified communications platforms.

System Integration

• Integrate contact center platforms with:
• Oracle Databases
• Microsoft SQL Server
• CRM applications
• Enterprise APIs
• Third-party business systems
• Develop and troubleshoot integrations using:
• Java
• Python
• PL/SQL
• REST/SOAP APIs
• Support application servers including Tomcat and GlassFish.

Infrastructure & Platform Support

• Troubleshoot Linux, Solaris, and Windows Server environments.
• Perform backup, restoration, disaster recovery, and business continuity activities.
• Monitor system stability, utilization, and performance metrics.
• Ensure high availability and operational readiness of mission-critical systems.

Pre-Sales & Solution Consulting

• Analyze customer requirements and participate in solution discovery workshops.
• Review and interpret:
• RFPs
• RFQs
• Tenders
• Technical specifications
• Prepare:
• Technical proposals
• Compliance matrices
• Solution architectures
• Scope of work documents
• Bill of Quantities (BOQ)
• Costing and sizing recommendations
• Coordinate with vendors for:
• Licensing
• BoM validation
• Technical clarifications
• Pricing support
• Define project assumptions, exclusions, dependencies, deviations, and risks.
• Take ownership of complete proposal submissions.

Project Delivery & Deployment

• Lead on-site implementations and customer deployments.
• Develop migration and cutover plans.
• Execute installation, configuration, integration, and testing activities.
• Conduct:
• FAT
• SAT
• UAT
• Go-Live activities
• Provide production support during critical implementation windows.
• Manage post-production stabilization and knowledge transfer activities.

Customer & Stakeholder Management

• Act as technical lead during customer meetings and workshops.
• Communicate effectively with business users, IT teams, vendors, and project stakeholders.
• Manage customer expectations throughout pre-sales and project delivery phases.
• Provide executive-level technical presentations and demonstrations.

Skills

Required Qualifications

Education

• Bachelor's Degree in Computer Engineering, Information Technology, Telecommunications, or a related discipline.

Experience

• 7+ years of experience in Enterprise Telephony and Contact Center Solutions.
• Proven experience in both pre-sales and implementation roles.
• Experience delivering projects within Kuwait or GCC markets is preferred.

Technical Skills

Telephony Platforms

• Avaya Aura
• Avaya Contact Center
• Cisco Unified Communications Manager (CUCM)
• Cisco Contact Center
• Mitel Telephony Solutions
• SIP and VoIP Technologies

Contact Center Technologies

• IVR Design and Development
• Call Recording Solutions
• Workforce Management
• Multi-channel Contact Centers
• Reporting and Analytics

Databases

• Oracle Database
• Microsoft SQL Server
• PL/SQL Programming

Programming & Integration

• Java
• Python
• REST APIs
• SOAP APIs
• System Integration Technologies

Operating Systems

• Linux
• Solaris
• Windows Server

Application Servers

• Apache Tomcat
• GlassFish

Infrastructure

• TCP/IP Networking
• SIP Trunking
• Session Border Controllers (SBC)
• High Availability Solutions
• Backup & Recovery

Preferred Industry Experience

Experience delivering solutions for:

• Banking & Financial Services
• Telecommunications
• Oil & Gas
• Government
• Aviation / Airlines
• Large Enterprise Contact Centers

Behavioral Competencies

• Strong customer-facing skills.
• Excellent communication and presentation abilities.
• Ability to work under pressure during critical production incidents.
• Strong analytical and problem-solving skills.
• Commercial and business awareness.
• Ability to balance pre-sales, project delivery, and support responsibilities.
• Team leadership and mentoring capability.

Key Performance Indicators (KPIs)

• Successful project delivery within scope and timeline.
• Proposal win rate and customer satisfaction.
• System uptime and service availability.
• Incident resolution within SLA.
• Successful UAT and Go-Live completion.
• Customer feedback and stakeholder satisfaction.
• Quality and accuracy of technical proposals.
• Revenue contribution through pre-sales support.

Preferred Certifications

• Avaya Certified Professional (ACP)
• Cisco CCNP Collaboration
• Cisco Contact Center Certifications
• ITIL Foundation
• Oracle Database Certifications
• Microsoft Certifications
• PMP or PRINCE2 (Preferred)

This JD aligns well with a Kuwait System Integrator (SI) / Enterprise Solutions Provider environment where the resource is expected to handle Pre-Sales (30%) + Deployment/Support (70%) and work directly with enterprise customers in banking, telecom, oil & gas, and airline sectors.