Senior Tech Specialist - Contact Center

Job Purpose


Capability to manage and support cloud-hosted Linux-based telephony and dialer platforms used in Contact Center operations. Responsible for ensuring high availability, performance monitoring, and troubleshooting of VoIP-based dialing systems such as Asterisk, Freeswitch, or similar platforms while supporting business-critical outbound and inbound calling operations.

Duties and Responsibilities

Provide L1 / L2 / L3 production support for cloud-hosted Linux-based telephony and dialer platforms such as Asterisk, VICIdial, Freeswitch, FreePBX or similar systems.

Troubleshoot SIP/RTP call flows, agent connectivity issues, call drops, one-way audio, IVR failures, trunk registration issues, and dial plan anomalies.

Perform detailed troubleshooting using system logs, SIP traces, packet captures (pcap), Asterisk logs, systemd/journalctl, and fail2ban logs.

Manage user, campaign, queue, and agent configurations within dialer platforms.

Optimize dialer operations including predictive/progressive dialing pacing, lead recycling, and campaign management.

Monitor platform performance metrics such as CPU utilization, memory usage, disk I/O, network latency, call concurrency, CPS, ASR, and AHT.

Perform routine system maintenance and configuration updates on Linux-based servers supporting telephony systems.

Manage SIP trunk configurations, dial plans, queue management, and call routing logic in telephony platforms.

Ensure smooth integration between dialer systems, CRM platforms, and external telephony service providers.

Collaborate with infrastructure, network, and cloud teams to ensure stable telephony services across environments.

Maintain technical documentation including troubleshooting guides, system configurations, SOPs, and incident RCA reports.

Ensure compliance with IT operational processes including incident management, change management, and system monitoring.

Key Decisions / Dimensions

Identifying and resolving telephony system issues impacting contact center operations.

Determining dialer configuration changes for campaign optimization and dialing performance.

Selecting troubleshooting approaches for SIP, RTP, and telephony infrastructure issues.

Implementing operational changes related to queue management, dial plans, and trunk configurations.

Major Challenges

Managing high call volumes and maintaining system stability in large-scale contact center environments.

Troubleshooting complex VoIP issues involving SIP signaling, RTP media flows, codecs, and network latency.

Ensuring minimal downtime for dialer platforms supporting revenue-generating outbound campaigns.

Diagnosing and resolving intermittent telephony issues such as one-way audio, trunk registration failures, and call quality degradation.

Coordinating with telecom service providers and cloud vendors to resolve network or trunk-level issues.

Maintaining optimal dialer performance while managing campaign loads and dialing ratios.

Required Qualifications and Experience


Educational Qualifications
a) Minimum qualification required is BE / B.Tech in Computer Science, Information Technology, Electronics, or equivalent discipline from a recognized university.
b) 36 years of experience in production support roles managing Linux-based telephony or dialer platforms in cloud or enterprise environments.
c) Strong Linux administration skills, including systemd services, networking, SSH, permissions, storage management, and firewall configuration (IPTables / Firewalld / UFW).
d) Solid understanding of VoIP fundamentals including SIP, RTP, SDP, call signaling, and media flow troubleshooting.
e) Experience working with Asterisk, Freeswitch, VICIdial, FreePBX, or similar open-source telephony platforms including dial plans, queues, agents, trunks, call recording, and campaign setup.
f) Knowledge of VoIP codecs such as G.711, G.729, and OPUS, and their impact on call quality and bandwidth utilization.
g) Hands-on experience analyzing logs and troubleshooting using Asterisk logs, SIP traces, packet captures (pcap), system logs, and monitoring tools.
h) Basic understanding of cloud infrastructure and networking concepts used in hosting telephony platforms.
i) Strong analytical troubleshooting ability along with clear communication and customer-facing skills.