Engineer Carrier Contact Center

About the role

The Engineer Carrier Contact Center will be the first point of contact for external technical issues and will ensure service continuity across support teams. This role involves coordinating change management, monitoring performance metrics, and maintaining service desk operations.

Key responsibilities

• Ensure SLA and KPI adherence, eliminate service disruptions, and maintain business continuity for applications, retail systems, and network services.
• Act as the primary contact for external IT/technology issues and international carrier cases, providing immediate support to minimize downtime.
• Oversee day‑to‑day service desk operations, including incident resolution, documentation, and 24/7 shift coverage.
• Coordinate shift planning, roster scheduling, and escalation handling to ensure rapid issue resolution.
• Monitor, analyze, and report performance metrics, identifying trends and improvement areas.

Required profile

• Bachelor's degree in Telecommunications Engineering, Electronics and Communications Engineering, or equivalent diploma.
• Minimum 3 years of experience in the telecom industry with a basic understanding of IP technologies.
• Fluent written and verbal English, self‑motivated, team‑player, and able to work under pressure.

Required skills

• Proficiency in MS Office (Excel, Visio, PowerPoint, Project).
• Experience with trouble‑ticketing systems.
• Basic knowledge of IP technologies.