System Engineer (Contact Center)

TL;DR

System Engineer (Contact Center): Providing hands-on IT support to Contact Center agents in Cairo, assisting with technical issues related to systems and tools, and resolving booking discrepancies. Focus on troubleshooting technical tool access issues, monitoring core routing and contact center systems, and coordinating with other departments to restore functionality.

Location: Cairo, Egypt

Company

hirify.global is an online travel booking platform connecting travelers with a global network of hotels, flights, and activities.

What you will do

• Serve as the primary support contact for Cairo Contact Center agents, assisting with technical issues related to systems, tools, and access—both in-person and remotely.
• Troubleshoot and resolve booking discrepancies and technical tool access issues, escalating larger system problems as needed.
• Monitor core routing and contact center systems, proactively identifying and escalating major issues to relevant teams or vendors.
• Manage operational questions and issues, including equipment break/fix, voice quality, and interaction flow routing.
• Participate in business specification, configuration, planning, testing, and validation of interaction flows.
• Act as an incident manager during technical outages, coordinating with other departments to restore functionality.

Requirements

• At least one year of experience in a Contact Center environment, ideally in a supervisory or IT support role.
• Practical experience with IT troubleshooting and supporting typical office applications (e.g., SharePoint Online, desktop suites, Virtual Desktop solutions).
• Strong analytical and problem-solving skills, with a logical and curious mindset.
• Good command of written and spoken English.
• Willingness to work flexible hours, including afternoon/evening shifts, weekends, and public holidays as needed.
• Ability to work independently, demonstrate self-motivation, and collaborate effectively with others.

Nice to have

• Experience with contact center/work optimization platforms (such as Avaya, Genesys, Verint, or similar).
• Exposure to data-centric environments (reporting, data aggregation & analysis, using data to identify and solve problems).

Culture & Benefits

• Work environment rich in diversity, creativity, and collaboration.
• Culture of experimentation and ownership.