Roles and Responsibilities Design, develop, test, deploy, and maintain IVR solutions using Nice CXone platform. Collaborate with cross-functional teams to identify business requirements and design customized IVR workflows. Implement ACD (Automatic Call Distribution) systems for efficient call routing and management. Troubleshoot issues related to IVR development, testing, deployment, and maintenance. Ensure compliance with industry standards and best practices in contact center technology operations. Desired Candidate Profile 5-10 years of experience in IVR development using Nice CXone platform. Bachelor's degree in Any Specialization (B.Tech/B.E.). Strong understanding of contact center technology operations and customer service principles. Proficiency in programming languages such as Python or JavaScript; knowledge of SQL database management systems.

Summary This hybrid role combines expertise in Asterisk-based PBX systems with deep SIP infrastructure knowledge. The engineer will support, enhance, and troubleshoot Cloud5s proprietary Asterisk PBX while managing SIP connectivity, routing strategies, SBC configurations, and VoIP quality assurance. Key Responsibilities Administer and develop features for Asterisk-based Cloud5 PBX platform (AGI scripting, dial plans, voicemail, backend database integration). Monitor and troubleshoot SIP signaling, call routing, and RTP quality. Perform packet analysis (e.g., Wireshark) and debug SIP issues. Maintain SBCs, NAT traversal settings, and redundancy configurations. Ensure successful SIP integration with CXone, UCaaS, CRM, and carrier networks. Implement system patches, updates, and failover testing. Collaborate on capacity planning, system redesigns, and feature enhancements. Qualifications 5+ years of experience in Asterisk and SIP-based telephony environments. Expertise in SIP, RTP, codecs, and firewall traversal for VoIP. Linux CLI proficiency and experience with tools like FreePBX, Kamailio, or FreeSWITCH. Skilled in troubleshooting complex call flows and quality issues. Familiarity with hospitality, enterprise, or multi-tenant VoIP environments. SIP infrastructure certifications or networking credentials preferred (e.g., CCNA Voice).

We are expanding our unified communications and contact center practice, and are looking to hire specialists for Zoom Phone and Zoom Contact Center. The roles are open to both full-time employees and contractors with proven experience in Zoom platforms. 1. Zoom Phone Specialist Responsibilities: Configure and deploy Zoom Phone for global clients (multi-site, multi-location). Manage call queues, auto-attendants, user provisioning, and routing. Handle number porting, SIP trunk setup, and E911 compliance. Support Zoom Rooms, desk phones, and hybrid PBX integrations. Analyze call logs and resolve VoIP or call quality issues. Key Skills: 24+ years of Zoom Phone or equivalent UCaaS experience (e.g., RingCentral, Microsoft Teams, Cisco Webex). Solid understanding of SIP, VoIP, routing, and telephony basics. Hands-on experience with Zoom Admin Portal. Zoom Phone certification (preferred). Experience with PBX integrations (Asterisk/Cisco) is a plus. 2. Zoom Contact Center Specialist Responsibilities: Design and implement Zoom Contact Center flows, routing, queues, and IVRs. Configure agent skills, hours of operation, and escalation paths. Customize dashboards and real-time analytics. Conduct training for supervisors and agents. Work with CRM or third-party integrations (Salesforce, ServiceNow, etc.). Key Skills: 25+ years in cloud contact center platforms (Zoom Contact Center, NICE, Genesys, Amazon Connect, etc.). Hands-on experience with Zoom CC flow builder. Good understanding of ACD, IVR, call routing, and reporting. API/Integration knowledge is a bonus. Zoom Contact Center certification (preferred). Additional Requirements Strong communication and documentation skills. Ability to manage remote clients and projects independently. Available to work in US time zone, preferably 8AM to 4 PM Eastern. Zoom Certifications or any UC/CC certifications will be a strong advantage. Perks & Benefits (Full-Time) 100% remote work Performance-based incentives Certification sponsorship Opportunity to work with global clients