IVR Engineer
Posted 10 Sep 2026
Advertised as “CXOne IVR Engineer (NICE 3rd Party Product)”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5+ yrs
- Management level
- Individual contributor
- Contract
- Full-time
No salary listed for this role.
Study levelBachelor's
ROLE: CXOne IVR Engineer (NICE 3rd Party Product)
SALARY: 10-15% hike on current salary
JOB TYPE: Full Time
LOCATION: Kuala Lumpur, Malaysia
JOB DESCRIPTION:
We are looking for CXOne IVR Engineer (NICE 3rd Party Product) with 5+ years of experience.
Role Purpose:
The CXOne Solution Engineer is responsible for design, development, implementation, and serviceability of client’s contact center inbound and outbound IVR / ACD solution and is the expert technical resource for contact center transformation projects.
The candidate embodies sound engineering principals and is highly collaborative, creative, problem solving, and technically curious.
This role requires proven attention to detail, processes, and an engineering discipline of complex production enterprise environments.
This role will also assist in establishing operational support models, process automation, and proactive monitoring required for a scalable and highly available communication service.
As a member of the broader Services team, the candidate will have direct responsibility for diagnosing and resolving complex integration and call flow issues and outages.
Key Responsibilities:
- Architecture & Engineering (10%):
• Leverage understanding of contact center operations and inbound and outbound configuration in CXOne for IVR/ACD
• Leverage understanding of concepts and execution of architecture and engineering in the development and deployment of Genesys, inContact, Cisco, Microsoft, and/or Avaya contact center solutions.
• Drive architectural standardization and documentation for the contact center environments.
- Business Engagement (10%)
• Initiate and proactively engage projects with both business technologists and operating leads in response to business requirements and strategic infrastructure projects.
• Lead discussions with automation in mind with an underpinning focused on enhancing both customer experiences & productivity enabling all outcomes to be measured.
- IVR / ACD Business Analysis & Design (15%)
• Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery.
• Design, document and develop IVR / ACD inbound & outbound call flows.
• Drive architectural standardization and documentation for the contact center environments.
- Automation (55%)