Telephony engineer-noida(onsite role)

4 weeks ago

Noida, 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 Vo IP platforms, managing integrations with contact center applications, troubleshooting complex telephony issues, and ensuring optimal system performance and uptime.Key Responsibilities:- Design, deploy, and maintain Vo IP 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 Vo IP engineering, preferably in an enterprise or call center environment.- Hands-on experience with SIP, RTP, Vo IP protocols, and PBX administration.- Knowledge of LAN/WAN networking, Qo S, 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., Service Now, 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, Power Shell) 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:

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