10 Cloud Telephony Jobs

Genesys PureConnect / Genesys Cloud telephony0 Responsibilities: Providing support for all Genesys PureConnect / Genesys Cloud telephony systems, including Dialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting and handler development Working closely with other engineers to troubleshoot and resolve complex problems (some after- hours and on-call work required) Providing thought leadership and help develop telephony best practices and preferred methods Have a comprehensive telephony background and thorough understanding of SIP, VOIP, & QoS Researching, evaluating, and recommending architectural improvements and new technologies Identifying and proposing strategies around technical problems affecting team, communicates standards and gets buy-in on solutions Understand ITIL concepts and how to apply them effectively in the enterprise Have a thorough, working knowledge of the Agile project management paradigm Recognizing the importance of and being able to generate excellent documentation and diagrams Engaging in active listening and have effective written and verbal communication skills Demonstrating a proven ability to learn and grow through self-study Acting as a collaborative service provider to our internal and external customers Providing mentorship to junior team members and leading by example Thinking Enterprise and understand that every delivered solution must be consistent, redundant, standards compliant, well monitored, and thoroughly documented Supporting a large (>1000 employee), fast-paced, always-on, enterprise technology organization : 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments 2+ years experience with Genesys Pure Cloud, both administrative and development tasks Experience supporting call center technology is a must! E.g., Dialer, ACD, Call Recording, Wallboards Experience with omnichannel contact center technologies (Email, Chat, SMS etc.) Proven experience supporting contact center solutions and knowledge of best practices Experience working with carrier technologies is a plus. E.g., PRI/OC3/12/48, configuring trunk groups, troubleshooting line cards, and similar work Familiarity with ServiceNow or other similar CMS / SKMS Genesys certificationsICCS, ICCE, ICDE, Cloud Certified Professional, Cloud Certified Developer Bachelor s degree in an information technology related field or equivalent work experience

Overview Prodapt is looking for a Solution Designer / Business Analyst, who is a highly specialized professional who possesses in-depth knowledge and expertise in designing, implementing, managing, and troubleshooting networks. Need Solution designer, Business Analyst with telecom domain experience. Should have handson in Lead to Cash journey - Processes and Systems for Cellular Mobile service for Enterprise or End to End VPN service for Enterprise, Non-Terrestrial Network, Cloud PBX. Should have solid understanding on different Service Fulfilment journey metrics. Should have solid understanding of different OSS applications that support Lead to Cash journey. Should have conducted workshops to gather requirements from stakeholders, presenting different solution options to architects. Exposure to deriving insights using data, identify improvements in the journey/processes, propose solutions on the identified improvement areas and provide consulting service to the telecom service providers is desirable. Responsibilities *Following Network OSS applications knowledge is mandatory - Inventory management (Service inventory/Physical inventory), Provisioning & Activation Syetem, Element Management System, Network performance management (monitoring, collecting data, reporting), Order orchestration. Knowledge on Network Monitoring System, Test & Diagnostics application, Incident and Change management system is desirable. ServiceNow TNI module is mandatory (Telecom Network Inventory). Knowledge on Telecom Access/Backhaul network, different network topologies, different network nodes for 5G Mobile service or VPN services or Non-Terrestrial Network or Cloud PBX is mandatory. Knowledge on CRM/BPM systems is optional. Knowledge on Salesforce, ServiceNow is optional. Ability to use telecoms, IT and enterprise architecture best practice methodologies, processes, functions, and data maps. Technical specialist skills in software design and implementations, with experience of cloud and on-premises systems architecture gathering for creating OSS service and solution design; Accountable for ensuring project delivery of multi-domain OSS solutions. Ability to define and articulate complex architectures to non-technical stakeholders. Produce and support the production of High Level Designs, Low Level Designs, test plans, Deployment Guidelines and TTO`s. Work in cross-functional delivery teams including partners and vendors to support delivery throughout the delivery lifecycle and ensure solutions are delivered into production on time and meet the operational acceptance criteria. Work closely with Network Design, Systems Development, Testing team, E2E Solution Architects, Operations teams. Knowledge on APIs, Frameworx, Microservices, UML, TOSCA, NetConf/YANG, CI/CD, REST/Webservices, JSON, Postman, Agile Development is needed. Functional DomainsAdvanced knowledge in atleast one listed belowNetwork Service LCM, Network Orchestration/MANO, Telemetry/RCA 5G, AI/ML, OTT domain knowledge is a plus. Ensure the delivery of the solutions conforms to contractual outcomes and timescales. Support the Programme and Project Manager in project planning, risk and issue management and the budgeting process. Experience in working in Service Fulfilment related proposals. Performed the role of team lead (leading a team of atleast 4 members) is desirable. Ability to work with stakeholders to create and define problem statements and root cause analysis. Create and gather requirements from stakeholders, draw process diagrams, write user stories, ensuring documentation is complete, understandable, and unambiguous. Validation of the documentation with stakeholders. Capture and report back essential information from meetings. Familiar with Agile principles and in using JIRA or ServiceNow SPM tool knowledge. Use of collaboration and presentation tools like Mural. Minimum Educational LevelBachelor Degree. Min Experience (Years):8 Max Experience (Years):18

Role & responsibilities The Project Manager leads the team through the project life cycle by establishing a plan that maximises value to the stakeholders, ensuring the execution of that plan and tracking the teams performance against it. The project manager ensures that the project is optimised to prioritise value within balanced constraints and manages expectations through changing environments. Primary Responsibilities: • Define project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility and that reasonable commitments are made. • Develop and maintain detailed project plans, schedules, and milestones to track progress, adapting plans as required. • Organise project tasks and allocate resources, ensuring that projects are delivered on-time, within scope, and budget. • Implement and maintain the project governance structure, ensuring alignment with organisational policies and standards. • Manage changes to the project scope, schedule, and costs using appropriate change control processes and tools. • Collect, analyse, and utilise project data to inform decision-making and drive project performance. • Manage project financials, including budgeting, forecasting, and financial reporting, ensuring alignment with business objectives. • Implement and monitor quality assurance processes, ensuring project deliverables meet the required quality standards. • Identify, manage, and mitigate project risks and resolve issues, maintaining a risk register and issue log. • Engage, manage, and communicate effectively with customers and other stakeholders, managing their expectations throughout the project lifecycle. • Identify, track, and realise project benefits, ensuring alignment with organisational strategy and customer expectations. • Manage project handover, ensuring a smooth transition to operations, including training and support documentation. Preferred candidate profile Strong knowledge of project management methodologies, tools, and techniques. Professional Project Management and Agile certification (e.g. PMP, PMI-ACP, Scrum Master) 4 years+ experience working as a project manager Demonstrable experience in managing projects from initiation to completion. Excellent organizational and time management skills, with the ability to manage multiple tasks concurrently. Proficiency in using project management software and tools, such as Microsoft Project or similar. Solid understanding of budgeting, financial reporting, and resource allocation. Must have Hands-on experience in delivering medium to high complexity Contact Center projects using Genesys/NICE InContact or other prevailing contact center platforms. Sound understanding of basic contact center terminologies, must possess basic knowledge of SIP trunk, SBC, Audio Codes, IVR Flow. Understanding of Digital Integrations will be preferred.

Airtel is hiring for Account Manager (B2B/ Corporate Sales) Location- Raipur, Bhilai Purpose of the Job The responsibility of the role holder is to ensure sales and service in his territory to deliver Data (Internet Bandwidth, MPLS, Cloud etc.), Voice (Postpaid), Broadband and Fixed Line Business in the assigned territory. Front-end the relationship with customer from Airtel side and become the single point of contact for customer for all three lines of business. Ensure Customer Market Share (CMS) and Revenue Market Share (RMS) growth in both existing and new accounts. Role details: Build and maintain strong, long lasting client relationships Negotiate and close orders/contracts to maximize revenue Develop new business through upsell and cross-sell with existing clients Ensure timely and successful delivery of our solutions as per client needs Profile: Min Qualification: Any Graduate with min 1 yr of exp in b2b sales experience. Candidates from telecom / local ISP (internet service providers) is preference.

PRIMARY RESONSIBILITIES Provide first-level technical support for IP telephony systems (Genesys and Cisco Cloud) Troubleshoot and resolve issues related to Genesys and Cisco Cloud platforms. Assist end-users with configuring and utilizing telephony features. Document and escalate complex issues to higher-level support as necessary. Collaborate with L2/L3 teams to ensure timely support and issue resolution. Stay informed about industry trends and updates related to IP telephony technologies. Collaborate with vendors for issue resolution and system enhancements. Conduct training sessions for end-users on telephony features. Team works on 24x5 basis. Team members are required to work in rotational shifts and observe a 5-day working week. SKILLS AND UALIFICATIONS Technical Skills: Hands-on experience with Genesys and Cisco Cloud platforms. Strong understanding of IP telephony protocols and technologies. Familiarity with VoIP, SIP, and other telephony protocols. Effective communication and interpersonal skills. Ability to work in a fast-paced and dynamic environment. Detail-oriented with a commitment to delivering high-quality support . Educational Background: IT Graduates preferred, Minimum requirement 10+2 will be considered if they have additional certifications/diploma in IP Telephony/Genesys/Cisco Cloud Certifications CompTIA Network+ Cisco Certified Entry Networking Technician (CCENT) /CCNA Experience: Minimum 1 year experience in L1 IP telephony Support role Soft Skills: Strong work ethics and ability to thrive in a fast-paced environment. Good email communication skills. Willingness to participate in ongoing training and professional development.

Job Title: Network TAC Engineer (VOIP Domain)/ VOIP Support Engineer (US Shift) Job Description: Responsibilities (Network TAC/Customer support): Interact with US-based enterprises clients/customers to deliver high-quality support for Voice over Internet Protocol (VOIP) & Managed services (Data, Voice & connectivity). Should possess a proven experience in a VOIP support role, preferably with US clients. Address client queries, concerns, and technical issues via phone and other communication channels. Utilize ticketing tools to log, track, and resolve customer issues efficiently. Ensure accurate and detailed documentation of customer interactions and issue resolutions. Communicate technical information in a clear and understandable manner to clients with varying levels of technical expertise. Technical Expertise: Demonstrate expertise in SaaS-based products & Cloud based contact center/Unified Communication particularly in the field of VOIP. Troubleshoot and resolve technical issues related to the VOIP & managed services (Data, Voice & connectivity). Possess a strong technical background to understand and troubleshoot complex VOIP and network-related problems. Collaborate and work closely with cross-functional teams, including engineering, to resolve escalated issues. Educate clients on product features, best practices, and troubleshooting techniques. Troubleshooting skills of various issues PDD, Dead Air, Fax issues, codec mismatch, One Way Audio, Voice Quality by understanding the network architecture & act accordingly. Troubleshoot Telephony and Network issues live with Enterprise customers. Must possess a strong understanding of SIP, VOIP protocols & SDP Protocol. knowledge of Unified communication, Voicemail, IVRs, Softphone, Toll-free, DID, PSTN & Analog line, SD-WAN, Firewall, MS team direct routing, Voice Gateway, SIP Trunk, IP-PRI Adtran, Polycom, Yealink devices. Good to have knowledge/certification: Cisco Unified Communications Manager/Cisco CCNA/CCNP Voice/Collaboration, Broadsoft or any other UC platform. SIP School Certified Associate- SSCA Other Criteria : Willingness to work night shifts to support US-based clients. Must have excellent written and spoken English. Bachelors degree in Technical field or equivalent work experience. Should have extremely good troubleshooting/analytical skills. Self-starter and good team player.

Sr. Manager – Delivery and Support Telecom Experience: 12+ years Need to have good communication skills. Experience Required: Experience in deployment and support of large/multi-location voice communication projects / customers Experience.. Required Candidate profile in Telco Grade Soft-Switch, Enterprise PBX (CISCO, AVAYA kind of) , SIP Trunk Experience in MS Teams, Google Workspace, Zoom telephony integrations/ Federation E..

Sr. Manager – Delivery and Support Telecom Experience: 12+ years Need to have good communication skills. Experience Required: Experience in deployment and support of large/multi-location voice communication projects / customers Experience.. Required Candidate profile in Telco Grade Soft-Switch, Enterprise PBX (CISCO, AVAYA kind of) , SIP Trunk Experience in MS Teams, Google Workspace, Zoom telephony integrations/ Federation E..

Sr. Manager – Delivery and Support Telecom Experience: 12+ years Need to have good communication skills. Experience Required: Experience in deployment and support of large/multi-location voice communication projects / customers Experience.. Required Candidate profile in Telco Grade Soft-Switch, Enterprise PBX (CISCO, AVAYA kind of) , SIP Trunk Experience in MS Teams, Google Workspace, Zoom telephony integrations/ Federation E..

Sr. Manager – Delivery and Support Telecom Experience: 12+ years Need to have good communication skills. Experience Required: Experience in deployment and support of large/multi-location voice communication projects / customers Experience.. Required Candidate profile in Telco Grade Soft-Switch, Enterprise PBX (CISCO, AVAYA kind of) , SIP Trunk Experience in MS Teams, Google Workspace, Zoom telephony integrations/ Federation E..