Telephony UCaaS Administrator

About Position:

We are looking for an experienced Telephony UCaaS Administrator with strong expertise in Amazon Connect and Microsoft Teams Phone services to support enterprise voice, unified communications, and contact center platforms. The ideal candidate will be responsible for the administration, optimization, governance, and operational support of cloud-based telephony and contact center environments.

• Role: Telephony UCaaS Administrator 
• Location: Pune
• Experience: 5 to 8 Years
• Job Type: Full Time Employment

What You'll Do:

• Administer Amazon Connect instances, users, security profiles, routing profiles, queues, contact flows, phone numbers, prompts, hours of operation, and platform configurations.
• Build, modify, test, and maintain Amazon Connect contact flows for IVR, intelligent routing, transfers, callbacks, after-hours support, and escalation scenarios.
• Manage Microsoft Teams Phone services using Teams Admin Center and PowerShell.
• Configure and support users, calling policies, dial plans, voice routing policies, call queues, auto attendants, resource accounts, and telephone numbers.
• Support Direct Routing, Operator Connect, and Microsoft Calling Plan deployments in collaboration with network, carrier, security, and Microsoft 365 teams.
• Coordinate end-to-end number porting activities, including carrier engagement, LOA validation, inventory management, cutover planning, and post-port verification.
• Troubleshoot call routing, IVR functionality, voice quality issues, PSTN connectivity problems, Teams calling incidents, and platform integration challenges.
• Monitor service health and performance using Amazon Connect Metrics, CloudWatch, Teams Call Analytics, Call Quality Dashboard (CQD), and PSTN reporting tools.
• Perform telephony cost optimization through license utilization reviews, carrier invoice validations, number inventory analysis, and service rationalization.
• Manage incidents, service requests, change activities, root cause investigations, and vendor escalations.
• Maintain operational documentation including SOPs, runbooks, configuration standards, inventory records, knowledge articles, billing trackers, and operational dashboards.
• Support business continuity, service availability, and operational governance initiatives across voice and contact center platforms.
• Collaborate with customer service, infrastructure, cloud, security, and support teams to enhance user experience and service reliability.
• Support Salesforce Service Cloud Voice integrations and enhancements where applicable.

Expertise You'll Bring:

• 6 to 8 years of IT experience with at least 3 years in enterprise telephony, UCaaS, CCaaS, or contact center administration.
• Hands-on administration experience with Amazon Connect including contact flows, routing profiles, queues, user management, phone numbers, security profiles, monitoring, and troubleshooting.
• Strong Microsoft Teams Phone administration experience across Teams Admin Center and PowerShell.
• Experience configuring calling policies, dial plans, auto attendants, call queues, resource accounts, voice routing, and number assignments.
• Expertise in telecom operations including PSTN services, DID and toll-free numbers, carrier connectivity, and voice service administration.
• Strong understanding of number lifecycle management, number porting, carrier coordination, and service provisioning.
• Experience reviewing telecom billing, conducting usage analysis, and implementing telephony cost optimization strategies.
• Knowledge of Amazon Connect integrations and associated AWS services.
• SIP, RTP, PSTN networking, IVR technologies, and enterprise call routing concepts.
• Microsoft Teams Direct Routing, Operator Connect, Calling Plans, and SBC architectures.
• Contact center operations, customer experience workflows, and UCaaS service delivery models.
• AWS services commonly used with Amazon Connect, including Lambda, Lex, CloudWatch, IAM, and S3.
• Service management processes including Incident, Problem, Change, and Request Management.
• Voice quality monitoring, reporting, analytics, and operational governance practices.
• Security, compliance, and access management within cloud telephony environments.
• Vendor management, telecom provider engagement, and contract governance.
• Documentation standards, operational readiness, and service improvement practices.
• Salesforce Service Cloud Voice integration concepts and contact center ecosystem capabilities.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalisation for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment.

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."