Description : VoIP Engineer
Job Title : Telecommunications/VoIP Engineer(Onsite Role)
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
We are seeking an experienced Telecommunications/VoIP Engineer to design, administer, and support cloud-based contact center and VoIP solutions. The ideal candidate will have strong hands-on experience with NICE CXone, Twilio, SIP-based telephony, and enterprise networking, along with a solid understanding of PSTN and global telecom providers.
Key Responsibilities
- Administer, configure, and support the NICE CXone (NICE inContact CX One) platform, including call flows, routing, integrations, and reporting.
- Design, develop, and manage Twilio VoIP cloud solutions, including voice, SIP trunking, and API-based integrations.
- Configure and troubleshoot Cisco IOS and networking products, ensuring high availability and performance for voice and data traffic.
- Design and execute API communication protocols, including secure integrations between telephony platforms and third-party systems.
- Manage and troubleshoot SIP-based communications, ensuring compliance with industry standards and best practices.
- Monitor system health and performance using a Network Monitoring System, proactively identifying and resolving issues.
- Provide support and optimization for Public Switched Telephone Network (PSTN) connectivity.
- Work with US domestic and international ISPs and telephony service providers to manage circuits, routing, failover, and escalations.
- Collaborate with cross-functional teams to design scalable, reliable, and secure communication solutions.
- Document system designs, configurations, and operational procedures.
Required Skills & Qualifications
- Experience with NICE N Contact CX One platform administration.
- Experience with Twilio VoIP Cloud development and administration.
- Strong knowledge of Cisco IOS & Networking products.
- SSCA or other 3rd party SIP certification (required).
- Hands-on experience with a Network Monitoring System.
- Ability to design and execute API communication protocols and design.
- Design and configure Genesys Cloud telephony architecture.
- Implement SIP trunking, DID management, and call routing.
- Configure IVR flows, queues, skills, call flows, and routing strategies.
- Integrate Genesys Cloud with CRM systems (Salesforce, ServiceNow, etc.
- Monitor and troubleshoot voice quality (QoS, latency, jitter, packet loss).
Knowledge And Skills Required
- Third level degree in a related discipline required.
- Minimum 2 years working with Genesys Cloud Products.
- Genesys cloud certified Professional (GCP-GC) is highly desirable.
- Knowledge of Avaya would be advantageous.
- Excellent communication skills, both verbal and written.
- Experienced in Genesys Architect, WFM, QM, Reporting, Chatbots and CRM systems.
- Experienced in ACD, call centre environments.
- Good working knowledge of TCP/IP, DHCP and QoS.
- Good working Knowledge of Telephony infrastructure SBCs, POTS, ISDN, PRI, voice channels.
- SIP troubleshooting experience.
(ref:hirist.tech)
