Telephony Engineer-Noida

Job Title: Telephony Engineer

Location: Noida(Work From Office)

Department: IT Infrastructure / Operations Support

Reports To: IT Manager / Infrastructure Lead

Employment Type: Full-time

Shift: US Shift

Job Summary:

The Telephony Engineer is responsible for the design, configuration, implementation, and maintenance of enterprise telephony systems supporting voice communication for business operations — including call centers, interpretation teams, and remote users. The role involves working with on-premise and cloud-based VoIP platforms, managing integrations with contact center applications, troubleshooting complex telephony issues, and ensuring optimal system performance and uptime.

Key Responsibilities:

• Design, deploy, and maintain VoIP and telephony infrastructure, including PBX systems, SIP trunks, SBCs, and call routing configurations.
• Manage and support cloud-based telephony systems (e.g., Avaya, Cisco, Genesys, Twilio, Zoom Phone, Five9, etc.).
• Configure and maintain IVRs, hunt groups, call queues, and ACD setups to optimize call flow and customer experience.
• Monitor system performance, capacity, and reliability; identify and resolve bottlenecks proactively.
• Troubleshoot and resolve voice quality issues, dropped calls, latency, and other network-related telephony incidents.
• Collaborate with Network, IT Security, and Operations teams to ensure secure and efficient telephony integrations.
• Maintain documentation of system architecture, configurations, and operational procedures.
• Support new project rollouts, migrations, and upgrades of telephony platforms.
• Provide Level 2/3 technical support for voice-related escalations.
• Work closely with vendors and service providers for issue resolution, system enhancements, and SLA management.
• Ensure compliance with data privacy, call recording, and telecom regulatory requirements.

Qualifications and Skills:

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
• Experience: 3–7 years of experience in telephony or VoIP engineering, preferably in an enterprise or call center environment.
• Hands-on experience with SIP, RTP, VoIP protocols, and PBX administration.
• Knowledge of LAN/WAN networking, QoS, and network troubleshooting tools.
• Experience with contact center systems and IVR development/configuration.
• Strong problem-solving and analytical skills with attention to detail.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and documentation tools.
• Excellent communication and collaboration skills.
• Certifications such as Cisco CCNA Voice, Avaya Certified Specialist, or equivalent are an added advantage.

Preferred Qualifications:

• Experience with cloud telephony providers (e.g., Twilio, AWS Connect, Genesys Cloud, Zoom Phone).
• Scripting knowledge (e.g., Python, PowerShell) for automation of routine telephony tasks.
• Exposure to integration with CRM or Workforce Management systems.

Key Competencies:

• Strong technical acumen in voice and telephony systems
• Troubleshooting and root cause analysis
• Communication and teamwork
• Customer-centric and service-oriented mindset
• Adaptability and continuous learning

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