4 Telephony Systems Jobs

Job Summary Interacting with the Customers Offering amazing customer service Collect prompt and accurate customer feedback Maintaining professionalism with customers Work directly with customers & provide assistance. Required Candidate profile Excellent English communication Immediate joiners only Rotational shift Should have very good interpersonal skills Freshers/UG both can apply

Responsibilities Managing the customer support departments day-to-day functions Responding to escalated customer support issues Implementing customer support processes to enhance customer satisfaction Formulating and revising customer support policies and ensuring their implementation Informing the team of all new information related to products, procedures, and updates Assessing support statistics and preparing detailed reports on the finding Interviewing and hiring new employees Overseeing and evaluating the team's ongoing training efforts Delivering performance evaluations and following the disciplinary process according to company policy Requirements Graduate/Postgraduate with 7+ years of experience in customer service preferably in an e-commerce startup 2+ years of experience in leading Customer Support teams preferably attending to customers across the globe. Experience in resolving chargebacks and escalations to Better Business Bureau (BBB) will be a huge plus Experienced in documenting SOPs, process maps, RCAs Excellent communication and interpersonal skills, coupled with strong business insights and executive presence Ability to interact effectively at various levels of an organization and cross-functionally to advocate and drive betterments on behalf of customers and support team Working knowledge of customer service software & tools. Must be comfortable with Telephony systems, Helpdesk app preferably Zendesk serving customers across all channels (calls, emails, chat & social media) Good at leading & upskilling teams, ability to take decisions Analytical mindset and ability to multitask Comfortable with G-Suite (Sheets, Docs, Slides, etc.) Comfortable working in shifts as per the process requirements, including night shifts

We're hiring a NOC Engineer (3–5 yrs) in Kolkata with expertise in Asterisk, VoIP, SIP, Linux (Ubuntu/CentOS), scripting (Bash, Perl, PHP, Python), and databases (MySQL/MongoDB). Experience with OpenSIPS/Kamailio is a plus. Required Candidate profile Experienced NOC Engineer with 3–5 years in Asterisk, VoIP, Linux, SIP, and scripting. Skilled in MySQL/MongoDB, network troubleshooting, and telecom systems. OpenSIPS/Kamailio knowledge is a plus.

We are looking for a highly skilled Conversation Designer to craft engaging and effective conversational experiences for voice assistants. The ideal candidate has a deep understanding of Natural Language Understanding (NLU) concepts, experience of working with Google Platform, strong designer skills. You will work closely with Solution Architects, business stakeholders, and developers to ensure seamless conversational interactions that align with business goals. Key Responsibilities: Design conversational flows for IVR systems using Dialogflow CX, incorporating best practices in UX writing, voice interaction, and call center operations. Create and optimize user journeys, intents, training phrases, entity definitions, and dialog states to support a wide range of user inputs and outcomes. Write natural-sounding, on-brand prompts and responses tailored to voice interactions, ensuring clarity, tone consistency, and accessibility. Collaborate with cross-functional teams (developers, QA, stakeholders) to prototype, test, and iterate on conversation flows. Analyze user behavior and bot performance using analytics tools to identify areas for improvement and suggest enhancements. Develop and maintain conversation design documentation, style guides, and bot persona guidelines. Conduct usability testing and call flow simulations, incorporating user feedback and tuning NLP models to optimize performance. Qualifications 3+ years of experience designing conversational experiences for voice-based bots. Experience working with conversational AI platforms, especially Google Dialogflow. Strong writing skills, with an ability to write natural, human-centric dialogue. Familiarity with call center operations, IVR/ Voice bot logic, and telephony systems (e.g., Twilio, Genesys, Avaya). Proven ability to create engaging and intuitive conversational user experiences using Visio, draw.io or any other suitable tools. Solid understanding of business use cases and the value conversational AI brings to organizations. Basic understanding of NLP concepts, including intents, entities, and training data. Experience conducting UX research or usability testing for voice interfaces is a plus. Comfortable working in Agile/Scrum environments, managing multiple projects, and communicating with technical and non-technical stakeholders. Nice to have: Knowledge of SSML, speech tuning, and TTS/ASR best practices. Basic knowledge on any programming language such as C++, C#, Node.js, or JavaScript. Portfolio showcasing conversational projects, IVR flows, or bot design samples. We offer: Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. Work From Anywhere Culture : make the most of the flexibility that comes with remote work. Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. Global Impact : collaborate on impactful projects for top global clients and shape the future of industries. Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. * Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.