Contact Center Engineer – Voice

Location: Ahmedabad / Vadodara, Gujarat

Job Type: Full Time / Onsite

Department: IT Infrastructure

Shift: Rotational Shift

Job Summary:

We are seeking a highly skilled Contact center Engineer – L2, to join our dynamic Infrastructure team. This role focuses on support and implementation of technical infrastructure for unified communications and contact center solutions, ensuring high availability and reliability. The ideal candidate will have strong technical expertise, problem-solving skills, and a proactive approach to support the environment.

Must Have Skills:

Minimum 3 years of extensive experience in:

• Cloud-based telephony (UCaaS) and Contact center products (CCaaS).
• Contact center (NICE CXONE/Genesys/Five9/Amazon connect – Any one).
• ACD scripting and IVR development
• Zoom / Microsoft Teams / Webex / Cisco CUCM
• Session Border controller

Good To Have Skills:

Any one or more of the following:

• Zoom, Microsoft Teams, Audio-codes, Oracle SBC.
• Call routing and scripting.
• Integration with CRM and other third-party products

Key Responsibilities:

• Design, maintain and support Voice over IP (VoIP) solutions using SIP protocols, Zoom, SBC, Cloud Contact center and other related technologies.
• Integrate VoIP systems with existing network infrastructure and third-party applications.
• Configure SIP trunks, call routing, and dial plans to support business needs.
• Manage user accounts, extensions, and system configurations in PBX and CCaaS environment.
• ACD scripting for call routing. IVR development. Manage and troubleshoot.
• Integrating contact center application with third-party products.
• Troubleshoot complex voice network issues including call failures, audio quality problems, and routing errors.
• Work closely with cross-functional teams, including IT, network engineers, and vendors, to support VoIP initiatives and to identify root causes of issues and develop effective resolutions.
• Develop documentation for troubleshooting procedures and knowledge sharing within the team.
• Good knowledge of ITIL processes.

Candidate Requirements:

• Education: Bachelor’s degree in computer science, Information Technology, or a related field.
• Experience: 3-5 years of experience in Call center as as service and Unified communications as a service domain.

Technical Proficiency:

• CCaaS scripting, API, reporting
• Strong knowledge of VoIP technologies.
• Expertise in SIP, H.323, RTP, and other voice protocols.
• Good understanding of network and infrastructure devices.

Certifications: CCaaS administration-vendor neutral or any other industry standard certifications.