Engineer Carrier Contact Center

Role Overview

Engineer Carrier Contact Center at Du, based in a contact center environment supporting carrier and retail operations.

Role Purpose

Serve as the primary technical point of contact for external IT and technology issues, managing incident resolution across service desks while ensuring SLA and KPI adherence, maintaining business continuity, and coordinating international support operations to minimize downtime and service disruption.

Key Responsibilities

Service Level Management & Compliance

• Ensure SLA and KPI adherence across all support teams, focusing on elimination of service disruptions and maintenance of business continuity.
• Maintain full understanding of operations processes and SLA/KPI timelines.
• Ensure timely acknowledgement, updates, and follow-up for all faults reported to or by business partners and other departments.
• Conduct daily follow-up on pending RFO with assignee to close within defined SLA.
• Monitor, analyze, and report on performance metrics monthly and quarterly, identifying trends, improvement areas, and service anomalies.

Incident & Request Management

• Act as first point of contact for all external technical issues (IT/Technology) for the company.
• Oversee day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests with accurate and complete documentation.
• Review trouble ticket resolutions for completeness and accuracy.
• Handle escalations to minimize operational impact and ensure swift issue resolution.
• Escalate unresolved or systemic issues to L2 support while providing complete context and impact details directly affected.

Support Operations & Coverage

• Coordinate shift planning and roster scheduling to ensure 24/7 service desk coverage, addressing workload distribution, team availability, and backup readiness.
• Oversee and coordinate daily activities, ensuring efficient first-level support, timely escalation, and high team performance aligned with business goals.
• Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability.

Carrier & Retail Support

• Serve as first point of contact for all international carrier cases, delivering immediate support to reduce downtime and avoid disruption to sales operations.
• Troubleshoot and resolve retail application issues, including POS software errors, order syncing delays, and transaction failures, to ensure seamless checkout and customer experience.

Process & Knowledge Management

• Implement and maintain service management practices, driving process maturity and consistency in incident, request, and escalation handling.
• Ensure that all first-level resolutions are documented, tagged, and fed into the knowledge base for future reference and team learning.

Escalation & Coordination

• Assure proper coordination for international change management.
• Assure always the availability of updated escalation matrixes to guarantee all resources are available and contactable.

Communication & Reporting

• Inform business units about network outages and impact on customers.
• Communicate clearly with stakeholders, provide performance updates, and act as liaison between users and support teams.
• Provide transparent updates to stakeholders on service performance, major incidents, and improvement plans.

Qualifications & Experience

• Bachelor degree in Telecommunications Engineering, Electronics and Communications Engineering, or equivalent diploma in the same or related field of study.
• Minimum 3 years of experience working in related field in Telecom Industry.
• Basic understanding of IP technologies.

Skills & Competencies

• Fluent in written and verbal English.
• Very good command in using MS Office (Excel, Visio, Power Point, Project).
• Experience in using trouble-ticketing systems.
• Self-motivated, team player, and result-oriented.
• Flexibility, multitasking, process-oriented, and conflict resolution skills.
• Analytical, conceptual, and initiative thinking.
• Ability to work under pressure and handle network crises and emergencies.
• Ability to express oneself clearly and concisely, both orally and in writing.
• Attention to detail with full understanding of network and operational processes.

Additional Information

• An AI-based chat interview is part of the application process; the interview is not timed but should be completed within a reasonable period to allow your application to move forward.