Associate Tech Solutionist - Contact Centre

Job Purpose


Capability to manage and support Cisco Contact Center applications delivery with desired uptime. Expertise in Cisco Contact Center Solutions with component level depth on Cisco Components (Voice Gateway, Dialer, PG, ICM, Router, Logger, CVP, List Management, IVR management ,ACD, CRM Integration) Recording solution (NICE), Understanding on Database and CUIC Reporting, understanding on LCM and outbound Dialer.

Duties and Responsibilities


1.SBC Administration
oConfigure, manage, and maintain Session Border Controllers (SBCs) to ensure secure and reliable SIP communication.
2.SIP Trunk Management
oConfigure and support SIP trunks with multiple telecom providers, ensuring seamless inbound and outbound call connectivity.
3.Call Routing Interoperability
oDesign and maintain SIP routing, dial plans, and interoperability between SBCs, PBXs, FreeSWITCH, Kamailio, and carrier networks.
4.Monitoring Incident Management
oMonitor SBC health, call traffic, and alarms, and resolve SIP signaling, registration, and media-related issues within SLA.
5.Performance Capacity Management
oOptimize SBC performance, monitor CPS (Calls Per Second) and concurrent sessions, and perform capacity planning to support business growth.
6.Security Management
oImplement SIP security policies, TLS/SRTP, access control, fraud prevention, DDoS protection, and firewall integration.
7.High Availability Disaster Recovery
oMaintain SBC redundancy, failover mechanisms, and disaster recovery readiness to ensure uninterrupted voice services.
8.Troubleshooting Root Cause Analysis
oAnalyze SIP traces, packet captures, and call logs using tools like Wireshark and sngrep to identify and resolve complex issues.
9.Change Configuration Management
oExecute configuration changes, software upgrades, patches, backups, and maintain documentation as per change management processes.
10.Collaboration Vendor Coordination
oWork closely with telecom operators, network teams, cloud teams, and application teams to resolve connectivity issues and support new integrations.

Key Decisions / Dimensions


1.Decide the appropriate SIP routing path for inbound and outbound call traffic.
2.Determine the root cause of SIP signaling and voice quality issues and take corrective actions.
3.Decide when to reroute traffic to alternate telecom providers during outages or congestion.
4.Implement security policies such as SIP access controls, IP whitelisting, and fraud prevention measures.
5.Decide on SBC configuration changes to optimize call performance and reliability.
6.Assess system capacity and recommend scaling based on call traffic and utilization trends.
7.Prioritize and resolve critical production incidents based on business impact and SLA.
8.Decide on failover or disaster recovery activation during infrastructure or network failures.
9.Validate and approve configuration changes before deployment to production.
10.Escalate complex issues to telecom vendors, network teams, or OEMs when required.

Major Challenges


Major Challenges for an SBC (Session Border Controller) Engineer in a Contact Center:

SIP Interoperability: Connecting and maintaining compatibility with multiple telecom providers and SIP platforms.

High Call Traffic: Handling high CPS (Calls Per Second) and thousands of concurrent calls without performance issues.

Voice Quality: Managing latency, jitter, packet loss, and one-way audio problems.

Network NAT Issues: Resolving firewall, NAT traversal, and routing challenges that affect call connectivity.

Security Threats: Preventing SIP attacks, toll fraud, unauthorized access, and DDoS attempts.

High Availability: Ensuring seamless failover and disaster recovery with minimal service interruption.

Troubleshooting Complexity: Quickly identifying the root cause of signaling and media issues using SIP traces and packet captures.

Scalability: Expanding the SBC infrastructure as call volumes and business requirements grow.

Configuration Management: Managing frequent routing, trunk, and policy changes without impacting live traffic.

Cross-Team Coordination: Working with telcos, network, cloud, security, and application teams to resolve issues and deliver new integrations.

Required Qualifications and Experience


a)Minimum qualification required is BE/B-Tech/ Computer Science / IT and electronics with an Implementation