Talent.com
gspann technologies, inc
Telephony and Call Center Solutions Leadgspann technologies, inc • Gurgaon / Gurugram, Gurugram, India
No longer accepting applications
Telephony and Call Center Solutions Lead

Telephony and Call Center Solutions Lead

gspann technologies, inc • Gurgaon / Gurugram, Gurugram, India
29 days ago
Job description
IP Telephony, VoIP, SIP, IVR, Omnichannel Contact Center Platforms (Mitel, Avaya, Cisco, Genesys, Amazon Connect), Voice Networking (QoS, Latency, Jitter)

Description

GSPANN is hiring a Telephony & Call Center Solutions Lead to lead and optimize enterprise telephony and omnichannel contact center platforms. The role focuses on driving high availability, SLA governance, vendor management, and operational excellence across IP Telephony, VoIP, and cloud or on-prem contact center solutions.

Location: Gurugram

Role Type: Full Time

Published On: 16 February 2026

Experience: 12+ Years

Share this job

Description

GSPANN is hiring a Telephony & Call Center Solutions Lead to lead and optimize enterprise telephony and omnichannel contact center platforms. The role focuses on driving high availability, SLA governance, vendor management, and operational excellence across IP Telephony, VoIP, and cloud or on-prem contact center solutions.

Role and Responsibilities

  • Support and operate telephony and contact center solutions, including IP Telephony, VoIP, SIP, IVR, and omnichannel platforms.
  • Administer call center platforms such as Mitel, Avaya, Cisco, Genesys, Amazon Connect, or similar tools.
  • Configure call routing, IVR workflows, call recording, and call reporting.
  • Monitor performance metrics and ensure call quality across markets.
  • Ensure high availability, scalability, and performance of telephony platforms.
  • Identify service risks and implement preventive improvements.
  • Coordinate with vendors and service providers for upgrades, integrations, and troubleshooting.
  • Track vendor deliverables and ensure SLA compliance.
  • Own incident, problem, and change management activities for telephony services.
  • Handle escalations and drive resolution in coordination with internal teams.
  • Execute proactive and reactive maintenance tasks to maintain service stability.
  • Maintain operational documentation and service readiness.
  • Manage stakeholders across central and market-level teams.
  • Communicate service status, risks, and improvement plans clearly.
  • Define and drive the roadmap for operational and process improvements.
  • Lead governance forums to review performance, issues, and SLA adherence.

Skills And Experience

  • 12+ years of overall IT experience with 6+ years in telephony and contact center operations is mandatory.
  • Demonstrate strong expertise in VoIP, SIP, PSTN, IVR integrations, and call routing.
  • Work hands-on with cloud-based and on-premises contact center platforms.
  • Support omnichannel and customer engagement environments.
  • Apply strong knowledge of voice networking concepts, including QoS, latency, and jitter.
  • Troubleshoot call quality issues across network and platform layers.
  • Use ITIL processes for incident, change, and problem management.
  • Hold ITIL or vendor telephony certifications (preferred).
  • Work with call analytics, reporting tools, and workforce management systems.
  • Communicate effectively with stakeholders and vendors across regions.

Skills Required
omnichannel , Ivr, Qos, Pstn, Itil Processes, voice networking , jitter, Voip, Sip
Create a job alert for this search

Telephony and Call Center Solutions Lead • Gurgaon / Gurugram, Gurugram, India

Similar jobs

Senior Cisco UCCE engineer Voice Infrastructure Remote)

Lean IT Inc.gurgaon, haryana, in
Remote

Verint (IVR, Recorder, Transcription).Windows Server (2012/2016/2019).VMware (vSphere / ESXi / vCenter).Active Directory, GPO, WSUS, PowerShell.AppDynamics / Kibana / Moogsoft / DataDog.Cisco UCS, ... Show more

 • Promoted

Lead Salesforce Consultant (Service Cloud)

PamTen Incgurugram, uttar pradesh, in

Lead Salesforce Developer - Service Cloud.We are seeking a Senior Salesforce Developer who brings strong hands-on development expertise along with a solution architect mindset to design, build, and... Show more

 • Promoted

PLM Teamcenter Infra Lead

Infosysgurugram, India

Function: Engineering (PLM – Teamcenter).We are seeking an experienced Teamcenter Infrastructure Lead / Analyst to manage and support Teamcenter PLM environments across development, test, and produ... Show more

 • Promoted

Lead Cloud

ScaleneWorksGurgaon, Haryana, India
Quick Apply

We are seeking a highly skilled DevOps Architect to design and implement scalable, secure, and automated DevOps solutions across our infrastructure and development workflows.This role requires stro... Show more

Senior Salesforce Technical And Solution Architect

Epergne SolutionsGurgaon, Haryana, India
Quick Apply

Role : Senior Salesforce Technical and Solution Architect.Bengaluru, Bhubaneswar, Chandigarh, Chennai, Gurgaon, Hyderabad, Indore, Jaipur, Mangalore, Mohali, Mumbai, Mysore, Nagpur, Pune, Thiruvana... Show more

Outbound Leader

Astra Securitygurgaon, haryana, in

Astra is a cybersecurity SaaS company that makes otherwise chaotic pentests a breeze with its one-of-a-kind AI-led offensive Pentest Platform.Astra's continuous vulnerability scanner emulates hacke... Show more

 • Promoted

Mitel PBX Engineer

NEXPLAY SECUREgurugram, India

Director of Telephony Implementation .PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:.We’re looking for a Mitel PBX Engineer to join our team.In this role, you will be a member of the tea... Show more

 • Promoted

Sales Development Specialist Data Center Services (APAC timezone)

RM Staffing B.V.Gurugram, HR, IN

Reboot Monkey is a global datacenter services provider headquartered in Haarlem, Netherlands, operating.We deliver colocation, IP transit, smart hands, remote hands, and managed datacenter services... Show more

Head of Reservations

Yonder Talent Indiagurugram, uttar pradesh, in

We are seeking an experienced and strategic Head of Reservations to lead our centralized reservations function and manage the entire reservations department.This role will oversee all aspects of re... Show more

 • Promoted

Technical Lead

Apex Systemsgurgaon, haryana, in

Technical Lead / Senior Technical Lead – Mobile Applications (Only Immediate joiner or who all are serving notice with their current organization).As a Technical Lead / Senior Technical Lead, you w... Show more

 • Promoted

Salesforce Technical Lead

Algoworksgurgaon, haryana, in

We are a global team of engineers, architects, designers, researchers, operators and innovators who share a passion for achieving client goals.Our engineering services help businesses thrive at the... Show more

 • Promoted

SAP Sales and Distribution(SD)

Risebirdgurgaon, India

We provide on-demand video interviews service to employers and job-seekers.We looking for part time remote interviewer for SAP Sales and Distribution(SD).Please apply immediately if you are interes... Show more

 • Promoted

Voice Engineer

Agile Global Solutions, Incgurugram, uttar pradesh, in

This role owns the end‑to‑end design, lifecycle management, and operational reliability of enterprise telecom and contact center platforms, including Cisco Webex Calling, CUCM, Cisco Contact Center... Show more

 • Promoted

Business Support Services Lead

Kumar PrintersMānesar, Republic Of India, IN

Position : Manager Administration.Team: Admin Executive, Security & Housekeeping Supervisors.Thoroughly implement KPPL Physical Security Procedures to achieve zero security incidents.Oversee the se... Show more

 • Promoted

Salesforce Technical Lead

Closeloop Technologiesgurgaon, India

Job Title: Salesforce Technical Lead.We are seeking a Salesforce Technical Lead with strong expertise in designing, developing, and delivering scalable Salesforce solutions.The role requires a pass... Show more

 • Promoted

Oracle Incentive Compensation Lead

LTMgurgaon, India

Role: Oracle Incentive Compensation Lead.The candidate must have 8-10 years of experience with at least 5-6 years of experience in implementing and supporting Oracle Incentive Compensation.Oracle I... Show more

 • Promoted

Solutions Consultant-WFM

ThoughtBotgurugram, uttar pradesh, in

Hybrid: 3 days office and 2 days WFM.Note: The candidates should be willing to work in US Shift from 3PM to 12PM.Cab will be provided during shifts.WFM - Solution Consultant (SC).Role Overview As a... Show more

 • Promoted

Platform Engineer Lead/Cloud Architect (Azure & Databricks)

DataE2E Technologiesgurugram, uttar pradesh, in

Platform Engineer Lead (Azure & Databricks).We are seeking a highly experienced.This role requires a hands-on technical leader who can design, build, and scale enterprise-grade data and platform so... Show more

 • Promoted

Senior Customer Resolutions Specialist

hotsourcedgurgaon, India

Senior Customer Resolutions Specialist – Complaints & Investigations.India (Remote) | Full-Time | Permanent | Mobility / Automotive Tech.Placed by Hotsourced – connecting top global talent with wor... Show more

 • Promoted

Senior AR Caller / AR Follow-up Executive – US Healthcare RCM

NeolytixGurugram, Haryana, IN
Quick Apply

Job Title:  Senior AR Caller / AR Follow-up Executive – US Healthcare RCM 📍 Location: Gurugram, Sector 18 🕒 Work Mode: Work from Office 📄 Employment Type: Full-Ti... Show more