IP Telephony, VoIP, SIP, IVR, Omnichannel Contact Center Platforms (Mitel, Avaya, Cisco, Genesys, Amazon Connect), Voice Networking (QoS, Latency, Jitter)
Description
GSPANN is hiring a Telephony & Call Center Solutions Lead to lead and optimize enterprise telephony and omnichannel contact center platforms. The role focuses on driving high availability, SLA governance, vendor management, and operational excellence across IP Telephony, VoIP, and cloud or on-prem contact center solutions.
Location: Gurugram
Role Type: Full Time
Published On: 16 February 2026
Experience: 12+ Years
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Description
GSPANN is hiring a Telephony & Call Center Solutions Lead to lead and optimize enterprise telephony and omnichannel contact center platforms. The role focuses on driving high availability, SLA governance, vendor management, and operational excellence across IP Telephony, VoIP, and cloud or on-prem contact center solutions.
Role and Responsibilities
- Support and operate telephony and contact center solutions, including IP Telephony, VoIP, SIP, IVR, and omnichannel platforms.
- Administer call center platforms such as Mitel, Avaya, Cisco, Genesys, Amazon Connect, or similar tools.
- Configure call routing, IVR workflows, call recording, and call reporting.
- Monitor performance metrics and ensure call quality across markets.
- Ensure high availability, scalability, and performance of telephony platforms.
- Identify service risks and implement preventive improvements.
- Coordinate with vendors and service providers for upgrades, integrations, and troubleshooting.
- Track vendor deliverables and ensure SLA compliance.
- Own incident, problem, and change management activities for telephony services.
- Handle escalations and drive resolution in coordination with internal teams.
- Execute proactive and reactive maintenance tasks to maintain service stability.
- Maintain operational documentation and service readiness.
- Manage stakeholders across central and market-level teams.
- Communicate service status, risks, and improvement plans clearly.
- Define and drive the roadmap for operational and process improvements.
- Lead governance forums to review performance, issues, and SLA adherence.
Skills And Experience
- 12+ years of overall IT experience with 6+ years in telephony and contact center operations is mandatory.
- Demonstrate strong expertise in VoIP, SIP, PSTN, IVR integrations, and call routing.
- Work hands-on with cloud-based and on-premises contact center platforms.
- Support omnichannel and customer engagement environments.
- Apply strong knowledge of voice networking concepts, including QoS, latency, and jitter.
- Troubleshoot call quality issues across network and platform layers.
- Use ITIL processes for incident, change, and problem management.
- Hold ITIL or vendor telephony certifications (preferred).
- Work with call analytics, reporting tools, and workforce management systems.
- Communicate effectively with stakeholders and vendors across regions.
