Senior Tech Specialist - Contact Center

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


Key Accountabilities VoIP Support Engineer (L2/L3 Support)
1.VoIP Platform Support
oMonitor, maintain, and support FreeSWITCH, Asterisk, and Kamailio environments to ensure high availability.
2.Incident Management
oTroubleshoot and resolve SIP, RTP, call routing, registration, and voice quality issues within agreed SLAs.
3.System Monitoring
oContinuously monitor platform health, call quality, server performance, and proactively address issues before service impact.
4.Call Routing Configuration
oConfigure and maintain SIP trunks, DID numbers, dial plans, routing rules, and telephony configurations.
5.Performance Capacity Management
oOptimize system performance, conduct capacity planning, and ensure the platform can handle expected call volumes.
6.Integration Support
oSupport integrations with CRM, databases, messaging systems (RabbitMQ, Redis), and WebRTC-based applications.
7.Security Compliance
oImplement and maintain VoIP security controls, firewall/SBC configurations, and ensure compliance with organizational security standards.
8.Automation Continuous Improvement
oDevelop scripts and automation to simplify operational tasks, reduce manual effort, and improve system reliability.
9.Documentation Knowledge Management
oMaintain technical documentation, troubleshooting guides, SOPs, and conduct knowledge transfer sessions for internal teams.
10.24x7 Operational Support
oProvide L2/L3 production support, participate in on-call rotations, perform root cause

Key Decisions / Dimensions

Experience with Asterisk, OpenSIPS, or other VoIP platforms.

Knowledge of WebRTC and real-time communication technologies.

Familiarity with REST APIs and their integration with VoIP systems.

Exposure to testing frameworks for end-to-end testing.

Major Challenges


#ChallengeSimple Description
1High Call VolumeHandle millions of calls without slowing down.
2Good Voice QualityEnsure clear calls with no delay, echo, or call drops.
3Telco ConnectivityConnect reliably with multiple telecom providers.
4Zero DowntimeKeep the contact center running even during failures.
5Quick Issue DetectionIdentify and fix problems before they impact customers.
6Smart Call RoutingRoute calls to the right agent quickly and efficiently.
7Easy System IntegrationConnect with CRM, bots, databases, and other business applications.
8Data SecurityProtect customer information and meet compliance requirements.
9Cloud ScalabilityScale infrastructure up or down based on business demand.
10Real-Time ReportsProvide live dashboards and performance insights for better decision-making.

Required Qualifications and Experience


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