Telephony Systems Manager

2 weeks ago

Pune, Maharashtra, India WillScot Full time
About the Job

WillScot is seeking a skilled and detail-oriented Telephony Systems Manager to join our team in India. This role will focus on migration of legacy Vonage system as well as managing and optimizing Salesforce Service Cloud Voice (SCV) technology and user base, ensuring seamless communication operations and efficient use of telephony resources.

Key Responsibilities Include:
  • Manage configuration, implementation, and maintenance of legacy Vonage and Salesforce Service Cloud Voice (SCV) technologies.
  • Perform regular system audits and health checks to ensure optimal performance and security.
  • Monitor and resolve telephony system issues, providing timely support to end-users.
  • Handle user provisioning, including setup, maintenance, and deactivation of telephony accounts.
  • Develop and maintain telephony documentation, including user guides, policies, and procedures.
User Support and Training:
  • Provide technical support and assistance to end-users for telephony-related issues.
  • Conduct training sessions and create training materials to help users effectively utilize telephony systems.
  • Collaborate with internal teams to address user feedback and implement improvements.
Data Analysis and Reporting:
  • Analyze telephony usage data to identify trends, inefficiencies, and opportunities for optimization.
  • Generate regular and ad-hoc reports on telephony metrics, usage patterns, and system performance.
  • Provide insights and recommendations based on data analysis to enhance telephony services.
Project Management:
  • Assist in planning and execution of telephony-related projects, including upgrades, migrations, and new implementations.
  • Coordinate with vendors and third-party service providers to ensure project success and timely delivery.
  • Track project milestones, risks, and deliverables, ensuring alignment with business objectives.
Compliance and Security:
  • Evaluate telephony systems for compliance with company policies, industry standards, and regulatory requirements.
  • Implement and maintain security measures to protect telephony data and prevent unauthorized access.
  • Regularly assess vulnerabilities and address them promptly.
Salary

The estimated salary for this position is ₹900,000 - ₹1,200,000 per annum, depending on experience.

Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum 2 years of experience in telephony administration and support, preferably with Vonage and/or Salesforce Service Cloud Voice (SCV).
  • Strong understanding of telephony systems, VoIP technologies, and telephony protocols.
  • Proficiency in troubleshooting and resolving telephony-related issues.
  • Excellent analytical skills and ability to interpret data to drive decision-making.
  • Strong communication and interpersonal skills, with ability to train and support end-users effectively.
  • Project management experience and ability to manage multiple tasks simultaneously.
  • Knowledge of telephony security best practices and compliance requirements.
Preferred Skills:
  • Experience with other telephony systems and integrations.
  • Familiarity with CRM systems and their telephony integrations.
  • Certification in telephony or VoIP technologies.

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