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 :

Preferred Qualifications :

Key Competencies :

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