Carrier Contact Center Engineer

About the role

We are seeking a Carrier Contact Center Engineer to ensure seamless operation of our telecom services, maintain SLA/KPI compliance, and act as the first point of contact for external technical issues.

Key responsibilities

• Ensure SLA and KPI adherence across all support teams, minimizing service disruptions and maintaining business continuity.
• Serve as the primary contact for external IT/technology issues and coordinate international change management.
• Provide timely acknowledgement, updates, and follow‑up for all faults reported by business partners and internal departments.
• Maintain up‑to‑date escalation matrices and inform business units about network outages and customer impact.
• Review trouble‑ticket resolutions for completeness and accuracy, and follow up on pending RFOs.
• Oversee day‑to‑day operations of service desks, ensuring effective incident and request resolution with proper documentation.
• Implement and sustain service management practices, driving process maturity and consistency.
• Monitor, analyze, and report performance metrics, identifying trends and improvement areas.
• Handle escalations to minimize operational impact and ensure swift resolution.
• Coordinate shift planning and roster scheduling to guarantee 24/7 coverage and balanced workload.
• Communicate clearly with stakeholders, providing transparent updates on service performance, major incidents, and improvement plans.

Required profile

• Minimum 3 years of experience in telecom or contact‑center support.
• Strong understanding of SLA/KPI management and operational processes.
• Excellent attention to detail and ability to follow up on incidents.
• Effective communication skills for interaction with business units and technical teams.
• Experience coordinating change management and shift planning.

Required skills

• trouble-ticketing systems
• IP technologies