Engineer Carrier Contact Center

Du
Dubai
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 3+ yearsEducation: bachelorsSkills: ["Self-motivated","Team player","Result-oriented","Multitasking","Analytical thinking","Ability to work under pressure","Clear communication"]

Provide 24/7 carrier contact center support as the interface between external carrier partners and internal Technology/IT and business teams. Own SLA/KPI adherence by managing incident/service request workflows, escalation handling, and change coordination. Monitor network and application availability, troubleshoot retail POS and order-sync issues, and document resolutions into the knowledge base. Lead shift planning, handle major incidents, and report performance trends monthly and quarterly.

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FursaFursa
Du
Du
2 days ago

Engineer Carrier Contact Center

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Provide 24/7 carrier contact center support as the interface between external carrier partners and internal Technology/IT and business teams. Own SLA/KPI adherence by managing incident/service request workflows, escalation handling, and change coordination. Monitor network and application availability, troubleshoot retail POS and order-sync issues, and document resolutions into the knowledge base. Lead shift planning, handle major incidents, and report performance trends monthly and quarterly.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Ensure SLA/KPI adherence across support teams and maintain availability of applications, retail systems, and network services.
  • •Serve as first point of contact for external IT/technology issues and carrier cases, reducing downtime and avoiding disruption to sales operations.
  • •Oversee day-to-day service desk operations: incident/service request resolution, accurate documentation, and service management practices for process maturity.
  • •Troubleshoot retail application issues (e.g., POS software errors, order syncing delays, transaction failures) and escalate unresolved/systemic issues to L2 with full context.
  • •Coordinate shift planning for 24/7 coverage, manage escalations, communicate stakeholder updates on outages and major incidents, and report performance metrics monthly/quarterly.

Key Requirements

  • •Bachelor’s degree in Telecommunications Engineering or Electronics and Communications Engineering, or an equivalent related diploma.
  • •Minimum 3 years of experience in a related field in the Telecom Industry.
  • •Basic understanding of IP technologies.
  • •Fluent written and verbal English.
  • •Experience using trouble-ticketing systems.
Experience:3+ yearsTelecom
Education:Bachelor's
Skills:Self-motivatedTeam playerResult-orientedMultitaskingAnalytical thinkingAbility to work under pressureClear communication
Languages:English
Tech Stack:MS OfficeExcelVisioPowerPointProjectTrouble-ticketing systemsIP technologiesPOS software

Company Brief

Du
du (Emirates Integrated Telecommunications Company PJSC) is a UAE-based telecom operator providing mobile, fixed-line, broadband, IPTV and ICT services to consumers and businesses across the United Arab Emirates.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 2005
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