Contact Center & VoIP Support Engineer

Embark on a fintech journey like never before with 5paisa. Join us at the forefront of innovation, where your career is a thrilling adventure in the future of fintech. With cutting-edge tech, transparent transactions, and user-centric design, 5paisa is your gateway to a career that's as dynamic as you are. Welcome to 5paisa, where your aspirations meet innovation. We are seeking a skilled and proactive Contact Center & VoIP Support Engineer to manage, monitor, and support our enterprise communication systems including Aspect Contact Center Solutions and Cisco VoIP infrastructure. This role serves as a central point of contact for all business units, ensuring system uptime, efficient issue resolution, and continuous service improvement. Key Responsibilities: - Review daily health check reports and monitor device alerts. - Act as SPOC for all business units for contact center solutions. - Manage and coordinate with onsite vendor resources (e.g., CSinfocomm). - Conduct regular service reviews and partner performance reporting. - Handle escalated issues, providing resolutions and business updates. - Gather business requirements to propose and implement contact center improvements. - Lead meetings to review current challenges and operational issues. - Coordinate with cross-functional teams for infra-related dependencies. - Design IVR flows for inbound calls. - Schedule and manage downtime for patching, VM activities, and vulnerability remediation. - Plan and execute application upgrades and change implementations. - Participate in incident management calls for voice infra and review RCA reports. - Ensure compliance through audit participation and risk mitigation. - Contribute to BCP and DR strategies. - Support new branch setup projects requiring contact center integration. - Manage integrations with ZOHO, AWS platforms, SIP & API providers. - Oversee outbound call setup via GSM SIM gateways. - Coordinate with Admin and providers for PRI line issues. - Evaluate and propose cloud-based dialer solutions. - Maintain documentation for all contact center architectures and support activities. - Review tickets and analytics with support and DW teams. Cisco VoIP Phone Support: - Administer and monitor Cisco VoIP servers, routers, DHCP servers, and soft clients. - Manage OS upgrades, bug fixes, and VA closure tasks. - Lead configuration and deployment of new Cisco IP phones across branches. - Provide L1-L3 support for IP phone setup and maintenance across all branches. - Coordinate PRI issues with internal and external stakeholders. - Manage VoIP device inventory and update Cisco Corporate Directory. - Implement and manage third-party SIP & H.323 integrations. - Drive branch VoIP deployment initiatives and ensure robust collaboration tools. - Collaborate with cross-functional teams to address VoIP infrastructure issues. - Maintain ticket resolution process and conduct regular reviews with support teams. Qualifications: - Bachelor's degree in IT, Electronics, Telecommunications, or related field. - Strong experience with Aspect Contact Center, Cisco VoIP, and related infrastructure. - Knowledge of SIP, H.323, PRI, IVR, Jabber, and cloud dialer technologies. - Hands-on experience in server management, patching, and voice infra incident handling. - Strong analytical and problem-solving skills. - Excellent communication, documentation, and stakeholder management abilities. Preferred Certifications: - Cisco Certified Network Associate (CCNA) or equivalent - Aspect Certified Professional (ACP) or similar - ITIL Foundation is a plus,