Sr. Telecom Engineer

Job Description

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.

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