Telephony Engineer

GlowTouch Technologies

Nanjangud, India

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Posted 13 hours ago
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Job Description

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Role Overview:

We are seeking a skilled Telecommunications Engineer with expertise in managing and optimizing communication systems, particularly with experience in telecommunications systems and solutions. As a key member of our team, you will be responsible for designing, implementing, and maintaining our telecommunications infrastructure to ensure seamless connectivity and efficient operations across our organization.

Responsibilities:

Design and implement telecommunications systems and solutions using NextivaOS, Nextiva Unity, Amazon Connect, and 8x8 technologies.
Configure and manage cloud telephony systems, ensuring high availability and quality of service.
Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions.
Monitor system performance and troubleshoot issues to ensure optimal performance and reliability.
Conduct regular system upgrades and maintenance to keep telecommunications infrastructure and clients up to date and secure.
Provide technical support and training to end-users on telecommunications systems and features.
Evaluate new technologies and solutions to enhance existing systems and meet future business needs.
Develop and maintain documentation related to telecommunications systems, including configurations, processes, and procedures.

What Will You Do

As the Telephony Engineer, you are primarily accountable for leading telephone systems administration, service, and support of the telecommunications and voice network installations, repairs, and upgrades for our contact center business. Responsibilities include product testing of all telecommunication systems, operating systems enhancements, and equipment upgrades. Additional functions include planning, evaluating, installing, and performing maintenance procedures for telecommunication systems and infrastructure.

The Telephony Engineer will support both the technology and processes and will be responsible for delivering high-quality, cost-effective solutions. The CC Telephony Engineer is also responsible for supporting the business goals and objectives of the Department, the IT Organization, and the company as a whole.

This position will maintain daily operational effectiveness and efficiency of the telecommunications networks, systems, and equipment. The Telephony Engineer provides a detailed analysis of existing telecommunications networks and equipment and provides escalation support of complex IP telephony and call center technologies while maintaining the existing global telephony infrastructure. This position will also perform a wide variety of tasks and will also assist in the management of telecom vendors.

Monitor daily performance of the telecommunications network to ensure system effectiveness and uptime
Provide Moves, Adds, Changes, and Deletes support to Service Desk technicians
Provide escalation support to agents and supervisors for system issues and errors
Investigate and correct system bugs and issues as reported
Work with technical support to complete trouble tickets and system installations as needed
Maintain system documentation
Order, install and troubleshoot E1, T1, PRI, ISDN, and VoIP voice circuits
Implement new telecommunications technologies to meet business objectives
Configure redundancy where appropriate so that telecommunications services to customers remain uninterrupted when a failure occurs.
Perform changes to the telecommunications environment under strict change control guidelines, ensuring minimal to zero negative impact
Work with GlowTouch's contact center client to design and implement IVR call flows
Evaluate and manage telephony and CCaaS vendors.
Provide recommendations for telephony services.

Requirements:

Bachelor's degree in Telecommunications, Computer Science, or a related field.
Proven experience as a Telecommunications Engineer or similar role with a focus on Nextiva, Nextiva Unity, Amazon Connect, and 8x8 platforms.
Strong understanding of Amazon Web Services, Nextiva OS, and telecommunications network architecture.
Experience with network routing and switching, LAN/WAN technologies, and TCP/IP protocols.
Proficiency in system monitoring tools and troubleshooting methodologies.
Ability to work independently and collaboratively in a fast-paced environment.
Excellent communication skills with the ability to convey technical information effectively to non-technical stakeholders.
Relevant certifications (e.g., CCNA, CCNP, Nextiva Certified Professional) are a plus.
Strong analytical and problem-solving skills with a proactive approach to identifying and resolving issues.
Strong understanding of WAN technologies such as MPLS
Knowledge of SIP and H.323 protocols
Experience with large-scale call center environments
Strong problem-solving and analytic skills to isolate problems, recommend solutions, and implementation of solutions
Excellent written and verbal communication skills, able to communicate effectively with technical and non-technical audiences.
Excellent computer skills are necessary in Word, Excel, Presentation, Project, and Visio.
Excellent analytical skills and the ability to apply them to the investigation of existing installations.
Ability to work independently and in a collaborative team environment.
Ability to multi-task, be organized, work well with others, and have a strong sense of customer service
Willingness to work varied hours, including off-hours, weekends, and holidays as required providing support to users and business operations
Required Technical Experience in: