Telephony Tech Lead - SoftPhony / Workplace & Collaboration

Key interfaces:
. L1 / L2 Support (Onshore & Offshore)
. L3 Workplace / Infrastructure / Security teams
. IT Projects / Build / Transformation teams
. Change, Release & CAB
. Telephony vendors and partners

Job Summary:
The role requires strong, hands on expertise in enterprise grade Telephony and SoftPhony architectures, beyond basic administration.
The expert is expected to master end to end voice services, from infrastructure to user experience, in a large scale, international Workplace environment.

Key Responsibilities
1. Enterprise Telephony Architecture
. Strong understanding of end to end Enterprise Voice architectures

PSTN providers
SBCs
SoftPhony platforms
Microsoft Teams

. Clear understanding of dependencies with:
Network
Identity
Security
Client environments

2. SIP & SBC Expertise
. Solid expertise in SIP protocol, call signaling, and RTP media flows
Configure and maintain Session Border Controllers (SBC)
Troubleshoot complex signaling and media issues
Manage high availability and resilient designs

. Strong awareness of security topics:
TLS / SRTP
Certificates
SBC hardening principles

3. Microsoft Teams Phone Advanced Level
. Expert level knowledge of Microsoft Teams Telephony
Teams Phone direct routing
Integration with SBCs and third party telephony platforms
Voice routing, policies, number management
. Understanding of hybrid and international telephony scenarios

4. SoftPhony & Contact Center Platforms
. Strong experience integrating SoftPhony / Contact Center platforms such as:
Genesys
Odigo
NTT
Cisco
AWS Connect
. Understanding of:
Call queues
IVR
Agent routing models
High availability and service continuity

5. Run, Troubleshooting & Production Support
. Ability to operate as N3 production expert
. Advanced troubleshooting skills:
Audio quality issues
Call drops
One way audio
Registration and routing failures
. Ability to analyze logs, traces, and vendor tooling
. Comfortable working under production pressure and crisis situations

6. Network & Security Awareness
. Good understanding of network concepts impacting voice services:
QoS
Latency
Jitter
Packet loss
. Awareness of security and identity dependencies:
Active Directory / Entra ID
Certificate management
Secure authentication flows

7. Automation & Documentation
. Ability to use PowerShell for:
Administrative automation
Operational tasks

1. Reporting
. Strong focus on:
Documentation quality
Runbooks
Architecture diagrams
Functional Skills
. Ability to operate in a global, multi entity environment
. Good understanding of Run / Build / Project organizations
. Strong familiarity with ITIL processes
. Experience working with onshore and offshore teams

Posture & Soft Skills
. Senior N3 expert posture, recognized and credible
. High level of autonomy and ownership
. Strong analytical and problem solving skills
. Structured, rigorous, service oriented mindset
. Excellent collaboration skills in remote/offshore contexts
. Ability to challenge decisions constructively

Target Profile
. Bachelor's to Master's degree in IT or equivalent experience
. 5 to 8+ years of experience in Enterprise Telephony / SoftPhony
. Strong experience in Microsoft Workplace environments
. International exposure is a strong plus
. Professional English mandatory (written and spoken)

This is a senior Telephony / SoftPhony expert role, accountable for service stability, evolution, and quality at a global Workplace scale.

Skills:

• Genesys
• MS Teams
• Session Border Controller
• Session Initiation Protocol
• Telephony