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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