Sr. Telecom Engineer

Job Title: Sr. Telecom Engineer
Experience: 3-5 years

Shift: 24*7 (Rotational)

Scope:
A Telecoms Engineer is responsible for implementing and maintaining telecommunications
systems and networks to ensure reliable and efficient communication services. This role involves
a deep understanding of telecommunications technologies, network infrastructure, and the
ability to troubleshoot and optimize communication systems. Telecoms Engineers work closely
with cross-functional teams to support the organization's connectivity needs and improve overall
communication capabilities.

Mandatory Technical Skills:

Experience administrating and supporting Genesys Cloud.
Exp in Inbound and outbound Call management on Genesys Cloud
Support and administration of Genesys Cloud that includes Move, Add, Change and
delete administration of Users, Queues, Skills, call flow, roles and permissions.
Experience in understand and building flows within Genesys Cloud Architect
Good knowledge of Voice Networking, VOIP, and Contact center Technology, Application
Networking, Voice Gateways, Gatekeepers, H323, IP Telephony etc.
Understanding & hands on experience of SIP Protocols, Avaya SBC
Experience of Avaya Voice Platform will be an added advantage.
Should have good troubleshooting and analytical skills.
Advanced IT-knowledge
Social competence and pronounced communication skills.
Independent working style and high commitment

Roles & Responsibilities:

Provide support coverage for multiple locations during designated shifts including night
shift as needed.
Work in resolving tickets, outages and reported problems.
Participates and leads in Incident Management calls related to enterprise VoIP network
infrastructure, troubleshoot, and provides evidence as required.
Create, Maintain, and Report on the Call Management System (ACD) including Call
Vectors and Scripts.
Work with Third Party Providers to assist in Problem resolution of telecommunication
Problems.
Troubleshoot and resolve customer requests, issues in line with customer agreements
with agreed timelines.
Maintain and update voice network diagrams and vendor information for voice network
devices Performs Root Cause Analysis
Should have focus on Change Management, Incident management, Problem
Management.