Telecommunications Engineer

Found in: Talent IN 2A C2 - 3 weeks ago

Mumbai, India WNS Full time

Job Description :

Expectations -

Expertise on Genesys Cloud OR Nice CXOne OR AWS connect OR Ringcentral

• A bachelor’s degree in telecommunications, electronics engineering technology, computer science, information systems management, or a related field is required for this position.

• 5 to 8 years of work experience in the IT industry with VOIP expertise.

• Strong background in TCP/IP networking specifications, performance improvement techniques, network management tools, and methodologies.

• Working knowledge of network topologies such as LANs, WANs, MANs, and wireless networks.

•5+ years experience in VoIP, Softphone troubleshooting, & Basic Networking

• Desirable Knowledge of protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP


Responsibility -

• Research software updates to increase capacity and optimize performance

• Identify short-term goals to increase productivity in communications infrastructure

• See that all equipment functions are optimized for efficiency

• Perform network analysis to improve security and prevent future failures or downtime

• Research new technologies to stay abreast of field developments

• Call flow creation and management, Script creation

• Deliver IVR related Change Request/Service Request/Incidents and troubleshooting

• Recording configuration and management

• Voice mail set up and configuration

• Setup in the application for queues, routing, SLAs

• Skill-based auto-routing

• 2nd level of troubleshooting.

• Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems.

•Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers.

• Timely handoff (escalation) of cases that require technical assistance to NOC etc.

• Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution.

• Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise.

•Support of the various Voice Platforms like RingCentral Office, NICE inContact CXOne,

Avaya S8300 (On-Prem) CN-SH, Avaya S8500 (On-Prem) CN-GZ, Digital Phone System by ChugHwa Telecom (On-Prem) TW, Babble (Sesui) (Cloud-based) UK etc.

• Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems.

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