Senior Tech Specialist - Contact Center

Location Name: Pune Corporate Office - Mantri

Job Purpose

Capability to manage and support Cisco Contact Center applications delivery with desired uptime. Expertise in Cisco Contact Center Solutions with component level depth on Cisco Components (Voice Gateway, Dialer, PG, ICM, Router, Logger, CVP, List Management, IVR management ,ACD, CRM Integration) Recording solution (NICE), Understanding on Database and CUIC Reporting, understanding on LCM and outbound Dialer.

Duties And Responsibilities

•  VoIP Infrastructure Design & Maintenance:
  
  
  

o Configure, deploy, and maintain Asterisk,FreeSWITCH and Kamailio-based systems.

o Design scalable and reliable VoIP architectures to support business needs.

o Implement call routing, DID management, and trunk configurations.

•  SIP & Call Routing:
  
  
  

o Develop and manage SIP-based call routing for internal and external communication.

o Troubleshoot SIP signalling issues using tools like Wireshark or sngrep.

o Optimize routing rules for least-cost routing (LCR) and high availability.

•  Monitoring & Performance Optimization:
  
  
  

o Monitor VoIP systems for performance, security, and uptime.

o Conduct capacity planning and optimize system resources.

o Implement call quality monitoring tools (e.g., RTCP, QoS metrics).

•  Collaboration & Support:
  
  
  

o Work with cross-functional teams to integrate VoIP systems with CRM and other platforms.

o Provide Level 2/3 support for VoIP-related issues.

o Train team members on VoIP best practices and system usage.

•  Security & Compliance:
  
  
  

o Implement VoIP security measures to prevent fraud and mitigate risks.

o Ensure compliance with industry standards and regulations (e.g., GDPR, HIPAA).

o Configure firewalls and SBCs for secure SIP trunking.

•  Database & Messaging Integration:
  
  
  

o Integrate VoIP systems with databases like MongoDB and PostgreSQL.

o Leverage Redis for caching and RabbitMQ for messaging queues.

o Implement efficient data storage and retrieval mechanisms to support VoIP services.

•  Programming & Scripting:
  
  
  

o Develop custom VoIP features and modules using languages like Golang, Lua, Python, C, and C++.

o Automate repetitive tasks and processes through scripting.

o Integrate WebRTC solutions for real-time communication.

Key Decisions / Dimensions

•  Experience with Asterisk, OpenSIPS, or other VoIP platforms.
•  Knowledge of WebRTC and real-time communication technologies.
•  Familiarity with REST APIs and their integration with VoIP systems.
•  Exposure to testing frameworks for end-to-end testing.
  
  
  

Major Challenges

# Challenge Simple Description

1 High Call Volume Handle millions of calls without slowing down.

2 Good Voice Quality Ensure clear calls with no delay, echo, or call drops.

3 Telco Connectivity Connect reliably with multiple telecom providers.

4 Zero Downtime Keep the contact center running even during failures.

5 Quick Issue Detection Identify and fix problems before they impact customers.

6 Smart Call Routing Route calls to the right agent quickly and efficiently.

7 Easy System Integration Connect with CRM, bots, databases, and other business applications.

8 Data Security Protect customer information and meet compliance requirements.

9 Cloud Scalability Scale infrastructure up or down based on business demand.

10 Real-Time Reports Provide live dashboards and performance insights for better decision-making.

Required Qualifications And Experience

•  Minimum qualification required is BE/B-Tech/ Computer Science / IT and electronics with an Implementation