Contact Center Solutions Engineer
Voxtron is looking for a technically strong Contact Center Solutions Engineer to join our Voxvantage team.
The ideal candidate should have hands-on experience with Contact Center technologies, VoIP/SIP and Linux/Unix environments. The role involves solution implementation, configuration, integration, troubleshooting and technical support of enterprise Contact Center solutions.
Voxvantage is powered by the Bright Pattern Contact Center platform, which operates on a Linux/Unix-based environment. Prior Bright Pattern experience is an advantage but is not mandatory. Candidates with strong experience in other enterprise Contact Center platforms and solid Linux/Unix knowledge are encouraged to apply.
Key Responsibilities
- Implement, configure and support enterprise Contact Center solutions.
- Configure ACD, IVR, call routing, queues, skills, campaigns, recording, reporting and omnichannel interactions.
- Install, configure and troubleshoot applications in Linux/Unix environments.
- Troubleshoot VoIP and telephony-related issues involving SIP, RTP, SIP trunks, codecs and DTMF.
- Perform system-level troubleshooting using logs, traces and network diagnostic tools.
- Integrate Contact Center solutions with CRM, helpdesk and other enterprise applications.
- Work with REST APIs, webhooks, JSON and other integration technologies.
- Configure and troubleshoot network-related components including TCP/IP, DNS, NAT, firewalls and SSL/TLS certificates.
- Support system upgrades, patches, backup/restore, high availability and disaster recovery activities.
- Perform root-cause analysis for production issues and provide L2/L3 technical support.
- Participate in customer requirement discussions and translate business requirements into technical solutions.
- Support demonstrations, Proof of Concepts (POCs), solution deployment and customer acceptance.
- Coordinate with product vendors, internal development teams and customer IT teams for issue resolution.
Mandatory Technical Skills
- 4+ years of hands-on experience with Contact Center / Call Center technologies.
- Strong understanding of ACD, IVR, call routing, queues, skills-based routing and CTI.
- Good hands-on knowledge of Linux/Unix administration and troubleshooting.
- Strong understanding of SIP and VoIP technologies.
- Knowledge of TCP/IP, DNS, NAT, firewalls and networking fundamentals.
- Ability to analyse application/system logs and troubleshoot production issues.
- Working knowledge of SQL/databases.
- Basic understanding of APIs and enterprise application integrations.
- Good analytical and problem-solving skills.
Preferred Skills
Experience in one or more of the following will be an advantage:
- Bright Pattern Contact Center
- Genesys
- Avaya
- Cisco Contact Center
- NICE CXone
- Five9 or similar enterprise Contact Center platforms
- Wireshark or other network/SIP troubleshooting tools
- Shell scripting
- REST APIs and JSON
- Virtualization and cloud environments
- High Availability and Disaster Recovery environments
Candidate Profile
We are looking for someone who is hands-on and technically strong, rather than purely functional or pre-sales oriented.
The candidate should be comfortable working at both the Contact Center application level and the underlying Linux/Unix infrastructure level and should be capable of independently diagnosing complex issues involving applications, telephony, networking and integrations.
Good communication and customer-facing skills are important, as the role involves interaction with enterprise customers, partners and technology vendors.
Why Join Voxtron?
You will have the opportunity to work on Voxvantage, Voxtron's enterprise omnichannel Contact Center platform, and participate in challenging Contact Center and AI-driven customer experience projects across the Middle East and India.
The role provides exposure to modern Contact Center technologies, AI integrations, enterprise telephony, omnichannel engagement and large-scale customer deployments.