Required Skills Technology | Cisco VoIP PABX Expert - Level 3 Support Technology | Five9 CCaaS Expert - Level 3 Support Technology | Fortinet VoIP Administrator - Level 2 Support Technology | Amazon Connect Administrator - Level 2 Support Technology | MS Teams VoIP PSTN PBX Administrator - Level 2 Support Education Qualification : Engineer - B.E / B.Tech / MCA Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Other Responsibilities: Work on resolution of complex or escalated issues from L2 engineer or network outages. Preparing RCA for major incidents and problem tickets. Secures network system by establishing and enforcing policies, defining, and monitoring access. Collaborating with network architects on network optimization. 3. Triage: Generally, the L3 is the final level of escalation for all Network related issues. However, in the event of an un-resolved incident which is taking longer than expected, the L3 engineer is required to co-ordinate with the Network TDU COE team to get expert help and work towards the resolution of incidents. They will also engage and work is the respective TAC teams to resolve any product related issues or software bugs 4. Process Compliance: Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined) Ensure tickets are closed post user/customer communication Maintain inventory of Network equipments and links Constantly track tickets for SLA adherence and escalate on deviations as defined in the process Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Description Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. We are looking for a Workforce Management (WFM) Program Manager to lead WFM related projects related to our back end/front end systems and tools. The WFM Program Manager will partner closely with matrix partners to deliver mission critical initiatives, and facilitate solutions and tools that will benefit SPS Operations. This role requires relationship building, stakeholder management, troubleshooting and problem-solving, attention to detail, and delivering high quality results on time. Key job responsibilities Build knowledge and understanding of the WFM tools and solutions provided to stakeholders Lead engagements with matrix partners on initiatives and create detailed work plans using accurate and aligned requirements. Create project artifacts such as project scope, communication matrix, risk register, escalation matrix, charter document, and detailed project plan Ensure that new projects are incorporated into planning cycles (OP1, OP2, etc.) including business documents Collaborate with Business Intelligence and Data Engineering as needed to develop sustainable reporting mechanisms for project success measures Create a mechanism to gather feedback during the project lifecycle Regularly communicate project status, issues, and risks, and gather updates from cross-functional teams Assist customer teams in change management strategies to ensure successful change management process implementation Provide on-call support which will require some nights and weekends. Occasional business travel and travel to other company facilities will be required Basic Qualifications 3+ years of program or project management experience 2+ years of working cross functionally with tech and non-tech teams experience 3+ years of defining and implementing process improvement initiatives using data and metrics experience Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) Workforce Management experience (Forecasting, Scheduling, Real Time Management) required Ability to perform many concurrent assignments and determine the need for changing priorities Commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment Experience defining program requirements and using data and metrics to determine improvements Preferred Qualifications 3+ years of driving end to end delivery, and communicating results to senior leadership experience 3+ years of driving process improvements experience Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization Experience in requirement gathering and ability to write clear and detailed requirement document Exceptional organizational skills and influencing and leadership skills 3+ years experience in a Workforce Management Administrator position, or 4+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management) Oral and written communication skills are required in order to provide appropriate customer support and interaction Quantitative and analytical skills; experience with advanced use of Excel and using statistical analysis applications. Speaking-listening-writing skills, attention to details, proactive self-starter Proven ability to work in a dynamic, ambiguous environment Experience with automatic contact routing, VoIP and any contact center case management tools. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Company - ADCI HYD 16 SEZ - H83 Job ID: A2960062

Hyderabad, Telangana | 2025-06-04 Experience : 5+ years Shift Type : Night shift Qualification : Graduation Location : Hyderabad, Telangana Mode of Operation : Work From Office Number of Openings : 2 Job Description : We are looking for an experienced Technical Support Team Lead or Technical Manager to manage our VOIP services support team. The ideal candidate will have a strong technical background in VOIP technologies, excellent leadership skills, and the ability to handle complex technical issues while ensuring excellent customer satisfaction. This role involves overseeing a team of engineers, providing escalated support for VOIP-related issues, and ensuring high-quality service delivery to clients, especially in the US market. Skills & Qualifications: Experience : Minimum of 5+ years of experience in technical support, with at least 2-3 years in a leadership role in the VOIP/Telecommunications industry. Technical Skills : Strong knowledge of VOIP technologies (SIP, RTP, PSTN, PBX, IP Telephony). Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies. Familiarity with networking concepts such as IP addressing, DNS, DHCP, VPNs, and firewalls. Proficient in troubleshooting issues related to VOIP call quality, connectivity, and infrastructure. Understanding of telecom protocols and systems (SIP, H.323, QoS, and QoE). Hands-on experience with server and network management, including Linux/Unix-based systems. Familiarity with ticketing and CRM systems (Zendesk, Freshdesk, JIRA, etc.). Soft Skills : Excellent communication skills, both verbal and written. Strong problem-solving abilities and analytical thinking. Ability to manage high-pressure situations and prioritize tasks effectively. Proven leadership skills with the ability to motivate and manage a team. Customer-focused mindset with a dedication to delivering exceptional service. Education : Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field. Advanced certifications or a Master’s degree is a plus. Preferred Qualifications: Experience working in a US Shift or a 24/7 support environment. Knowledge of cloud-based VOIP solutions (e.g., AWS, Azure, Google Cloud). Experience with VOIP billing systems and integrations. Certifications like CCNA, CompTIA Network+, or ITIL Foundation would be an advantage. Roles & Responsibilities : Lead, mentor, and manage a team of technical support engineers specializing in VOIP solutions. Provide technical guidance and escalate complex technical issues to the appropriate teams when necessary. Oversee and ensure the team delivers high-quality support for VOIP products and services, ensuring timely resolution of issues and customer satisfaction. Manage the ticketing system, track ongoing issues, and ensure that SLAs are met consistently. Perform root cause analysis for recurring technical issues and work with product teams to implement solutions. Collaborate with engineering teams to provide feedback and improve the product or service offerings based on customer experiences and support cases. Develop, maintain, and update troubleshooting guides, knowledge base, and standard operating procedures (SOPs) for the support team. Manage customer escalations and provide high-level technical support for complex VOIP-related queries. Provide reporting on team performance, including incident resolution, customer feedback, and process improvements. Implement training programs for the support team to ensure they stay updated with the latest VOIP technologies and trends. Participate in hiring, onboarding, and performance evaluations for team members. Work in US Shift hours, collaborating with US-based teams and clients. Required Key Skills : Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies. Proficient in troubleshooting issues related to VOIP call quality, connectivity, and infrastructure. Experience in AutoProvisioning. Excellent communication skills, both verbal and written.

Hyderabad, Telangana | 2025-06-04 Experience : 0.6-3 years Shift Type : Night shift Qualification : Graduate Location : Hyderabad, Telangana Mode of Operation : Work From Office Number of Openings : 2 Job Description : Working days: 5 days per week Mode: WFO About Vitel Global Communications Pvt Ltd: Vitel Global Communications is a leading provider of VoIP (Voice over Internet Protocol) services, delivering high-quality communication solutions to businesses and individuals worldwide. We are committed to providing cost-effective, scalable, and reliable services, ensuring that our clients stay connected with their teams and customers across the globe. As part of our expansion, we are seeking a dynamic and results-drivenTechnical support engineer to join our team at our Hyderabad office. Roles & Responsibilities : Provide technical support for VoIP-related issues through phone calls and emails. Diagnose and resolve VoIP problems, including call quality issues, connectivity problems, and configuration errors. Assist customers with the setup, configuration, and maintenance of VoIP systems. Monitor and maintain VoIP infrastructure to ensure optimal performance and uptime. Collaborate with internal teams to escalate and resolve complex technical issues. Document and track customer interactions and technical issues in the support ticketing system. Conduct regular system checks and preventative maintenance to avoid service interruptions. Stay up-to-date with the latest VoIP technologies, trends, and best practices. Provide training and guidance to customers on VoIP system usage and features. Required Key Skills : CCNA Voice / CCNP Collaboration, TCP/IP, routers, switches, firewalls, SIP, RTP, H.323,LAN,WAN,VOIP, Troubleshooting, Networking.

Seize an exceptional opportunity at Himachal’s leading R&D Tech company, with over seven years of establishment and recognized as one of the fastest-growing tech firms in the Himachal-Tricity region. As a proud participant in the Make in India initiative and a strong advocate for the 'Vocal for Local' movement, Vihaas is managed by local professionals. We are dedicated to innovation and excellence in technology development, fostering a unique, hierarchy-free environment that promotes creativity and collaboration. Location: Solan, Himachal Pradesh (On-Site Only)(Urgent Hiring) Education Background Required Diploma or Bachelor’s degree in Electronics Engineering (EE, ECE) or other networking courses. Key Responsibilities Assist in the deployment, maintenance, and upgrades of telecom network components, including VoIP, PBX, and SIP-based systems. Perform regular diagnostics, PBX testing, and preventive maintenance to ensure uninterrupted network operations. Collaborate with other members of the development team, including software engineers, designers, and product maintainer. Documentation of network configurations, IP addressing schemes, and troubleshooting. Communicate effectively with clients, vendors, and team members in both Hindi and English, ensuring clear technical support and coordination. Skills & Qualifications Basic knowledge of Electronics. Positive attitude in any situation Strong understanding of networking concepts such as TCP/IP, DHCP, DNS, VLANs, and VPNs. Understating of protocols such as WinSCP, SFTP, SSH, Telnet, FTP, and TFTP for remote access Proficient in computer applications and network analysis tools like Wireshark, Hyper Terminal, and Putty. Strong teamwork abilities. Problem-solving attitude. Good communication skills. Note: Candidates should be prepared for an on-site interview upon selection. Job Type: Full-time Pay: Up to ₹40,000.00 per month Shift: Day shift Work Days: Weekend availability Ability to commute/relocate: Solan, Himachal Pradesh: Reliably commute or planning to relocate before starting work (Preferred) Location: Solan, Himachal Pradesh (Required) Work Location: In person