Senior Tech Specialist - Contact Center

Job Purpose


Capability to manage and support Cisco Contact Center applications delivery with desired uptime. Expertise in Cisco Contact Center Solutions with component level depth on Cisco Components (Voice Gateway, Dialer, PG, ICM, Router, Logger, CVP, List Management, IVR management ,ACD, CRM Integration) Recording solution (NICE), Understanding on Database and CUIC Reporting, understanding on LCM and outbound Dialer.

Duties and Responsibilities

• VoIP Infrastructure Design Maintenance:
  oConfigure, deploy, and maintain Asterisk,FreeSWITCH and Kamailio-based systems.
  oDesign scalable and reliable VoIP architectures to support business needs.
  oImplement call routing, DID management, and trunk configurations.
  
• SIP Call Routing:
  oDevelop and manage SIP-based call routing for internal and external communication.
  oTroubleshoot SIP signalling issues using tools like Wireshark or sngrep.
  oOptimize routing rules for least-cost routing (LCR) and high availability.
  
• Monitoring Performance Optimization:
  oMonitor VoIP systems for performance, security, and uptime.
  oConduct capacity planning and optimize system resources.
  oImplement call quality monitoring tools (e.g., RTCP, QoS metrics).
  
• Collaboration Support:
  oWork with cross-functional teams to integrate VoIP systems with CRM and other platforms.
  oProvide Level 2/3 support for VoIP-related issues.
  oTrain team members on VoIP best practices and system usage.
  
• Security Compliance:
  oImplement VoIP security measures to prevent fraud and mitigate risks.
  oEnsure compliance with industry standards and regulations (e.g., GDPR, HIPAA).
  oConfigure firewalls and SBCs for secure SIP trunking.
  
• Database Messaging Integration:
  oIntegrate VoIP systems with databases like MongoDB and PostgreSQL.
  oLeverage Redis for caching and RabbitMQ for messaging queues.
  oImplement efficient data storage and retrieval mechanisms to support VoIP services.
  
• Programming Scripting:
  oDevelop custom VoIP features and modules using languages like Golang, Lua, Python, C, and C++.
  oAutomate repetitive tasks and processes through scripting.
  oIntegrate WebRTC solutions for real-time communication.

Key Decisions / Dimensions

• Experience with Asterisk, OpenSIPS, or other VoIP platforms.
  
• Knowledge of WebRTC and real-time communication technologies.
  
• Familiarity with REST APIs and their integration with VoIP systems.
  
• Exposure to testing frameworks for end-to-end testing.

Major Challenges


#ChallengeSimple Description
1High Call VolumeHandle millions of calls without slowing down.
2Good Voice QualityEnsure clear calls with no delay, echo, or call drops.
3Telco ConnectivityConnect reliably with multiple telecom providers.
4Zero DowntimeKeep the contact center running even during failures.
5Quick Issue DetectionIdentify and fix problems before they impact customers.
6Smart Call RoutingRoute calls to the right agent quickly and efficiently.
7Easy System IntegrationConnect with CRM, bots, databases, and other business applications.
8Data SecurityProtect customer information and meet compliance requirements.
9Cloud ScalabilityScale infrastructure up or down based on business demand.
10Real-Time ReportsProvide live dashboards and performance insights for better decision-making.

Required Qualifications and Experience


a)Minimum qualification required is BE/B-Tech/ Computer Science / IT and electronics with an Implementation