Telephony Engineer-Noida(Onsite Role)

1 day ago

New Delhi, India BIG Language Solutions Full time

Job Title: Telephony Engineer-Noida(Onsite Role)Location: Noida(Work From Office)Department: IT Infrastructure / Operations SupportReports To: IT Manager / Infrastructure LeadEmployment Type: Full-timeShift: US ShiftJob Summary:The Telephony Engineer is responsible for the design, configuration, implementation, and maintenance of enterprise telephony systems supporting voice communication for business operations — including call centers, interpretation teams, and remote users. The role involves working with on-premise and cloud-based VoIP platforms, managing integrations with contact center applications, troubleshooting complex telephony issues, and ensuring optimal system performance and uptime.Key Responsibilities:- Design, deploy, and maintain VoIP and telephony infrastructure, including PBX systems, SIP trunks, SBCs, and call routing configurations. - Manage and support cloud-based telephony systems (e.g., Avaya, Cisco, Genesys, Twilio, Zoom Phone, Five9, etc.). - Configure and maintain IVRs, hunt groups, call queues, and ACD setups to optimize call flow and customer experience. - Monitor system performance, capacity, and reliability; identify and resolve bottlenecks proactively. - Troubleshoot and resolve voice quality issues, dropped calls, latency, and other network-related telephony incidents. - Collaborate with Network, IT Security, and Operations teams to ensure secure and efficient telephony integrations. - Maintain documentation of system architecture, configurations, and operational procedures. - Support new project rollouts, migrations, and upgrades of telephony platforms. - Provide Level 2/3 technical support for voice-related escalations. - Work closely with vendors and service providers for issue resolution, system enhancements, and SLA management. - Ensure compliance with data privacy, call recording, and telecom regulatory requirements.Qualifications and Skills:- Education: Bachelor’s degree in Computer Science, Information Technology, or related field. - Experience: 3–7 years of experience in telephony or VoIP engineering, preferably in an enterprise or call center environment. - Hands-on experience with SIP, RTP, VoIP protocols, and PBX administration. - Knowledge of LAN/WAN networking, QoS, and network troubleshooting tools. - Experience with contact center systems and IVR development/configuration. - Strong problem-solving and analytical skills with attention to detail. - Familiarity with ticketing systems (e.g., ServiceNow, Jira) and documentation tools. - Excellent communication and collaboration skills. - Certifications such as Cisco CCNA Voice, Avaya Certified Specialist, or equivalent are an added advantage.Preferred Qualifications:- Experience with cloud telephony providers (e.g., Twilio, AWS Connect, Genesys Cloud, Zoom Phone). - Scripting knowledge (e.g., Python, PowerShell) for automation of routine telephony tasks. - Exposure to integration with CRM or Workforce Management systems.Key Competencies:- Strong technical acumen in voice and telephony systems - Troubleshooting and root cause analysis - Communication and teamwork - Customer-centric and service-oriented mindset - Adaptability and continuous learningThink global. Think BIG.Visit us: https://biglanguage.comLinkedin: https://www.linkedin.com/company/big-language-solutions/mycompany/

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