Telecom Network Engineer – Call Center Operations

18 hours ago

Mumbai, Maharashtra, India 988d1d92-6e9f-416f-9701-94fe41ec7077 Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Note : Candidate from Mumbai location only can apply.

Please apply those who have experience into telecom network engineer into call center.

NP should be 15-immediate joiner only can apply.

Job Description: Telecom Network Engineer – Call Center Operations

Position:
Telecom Network Engineer

Department:
Technical / IT Infrastructure

Location:
Mumbai

Employment Type:
Full-time

About the Role

We are seeking a skilled and proactive
Telecom Network Engineer
to support, maintain, and enhance the telephony and network infrastructure of our call center operations. The ideal candidate will have strong expertise in VoIP, SIP trunking, call routing, SBCs, network performance, and troubleshooting telecom-related issues in a high-availability environment.

Key Responsibilities

Telecom Infrastructure & VoIP Management

  • Configure, manage, and troubleshoot
    VoIP systems
    , SIP trunks, DID routing, call flows, dial plans, and PSTN integrations.
  • Maintain and optimize
    IVR systems
    , call queues, ACD, hunt groups, and voice recording setups.
  • Monitor call quality (MOS, jitter, packet loss, latency) and lead root-cause analysis for voice degradation.

Call Center Telephony Operations

  • Manage end-to-end
    call routing
    across multi-geo call center setups.
  • Ensure uptime and performance of core call center platforms such as
  • Contact Center Solutions (e.g., Genesis, Avaya, Cisco, Fuse, Five9, Talkdesk, etc.)
  • Voice Gateways and SBCs
  • Softphones and headsets
  • Collaborate with operations team to implement call flows, skills, queues, and IVR logic changes.

Network Administration

  • Oversee LAN/WAN, VPN, MPLS, VLANs, firewall rules, and QoS settings to ensure optimal voice traffic prioritization.
  • Conduct regular network performance audits and capacity planning.
  • Implement and maintain network monitoring tools (e.g., PRTG, SolarWinds, Nagios).

Incident Management & Support

  • Act as L2/L3 escalation point for telephony and network-related issues.
  • Maintain documentation of network diagrams, change logs, failover procedures, and disaster recovery plans.
  • Coordinate with ISPs, telecom carriers, and IT vendors for issue resolution and new setups.

Projects & Continuous Improvements

  • Drive upgrades, migrations, and integration projects across telephony and network systems.
  • Evaluate new technologies to improve call center performance, redundancy, and reliability.
  • Support security standards and compliance for voice and customer data.

Required Skills & Qualifications

  • Bachelor's degree in Engineering, Computer Science, IT, or related field.
  • 3–7 years
    of hands-on experience in telecom/VoIP engineering within a call center or enterprise environment.
  • Strong knowledge of:
  • VoIP, SIP, RTP, SRTP, SBCs, SIP proxies
  • Cisco/Avaya/Genesys
    or similar contact center platforms
  • Routers, Switches, Firewalls (Fortigate/Cisco/Palo Alto)
  • VLANs, DHCP, DNS, QoS
  • Experience with
    call recording systems
    , voice analytics, IVR, and CRM integrations is a plus.
  • Proficiency in analyzing logs, SIP traces (Wireshark), and troubleshooting end-to-end signaling paths.

Preferred Certifications (Good to Have)

  • CCNA / CCNP (Voice or Routing & Switching)
  • SIP/VoIP Certifications
  • AWS/Azure Cloud Telephony Certifications
  • ITIL Foundation

Soft Skills

  • Strong analytical and problem-solving abilities.
  • Excellent communication skills for cross-team coordination.
  • Ability to work under pressure in a 24x7 or rotational support environment.
  • Ownership mindset with proactive approach.

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