Associate Tech Solutionist - Contact Centre

Job description

**Job Purpose** VoIP Engineer (Asterisk, Kamailio) - 5-7 Years Experience **Duties and Responsibilities** A-Minimum required Accountabilities for this role - VoIP Infrastructure Design Maintenance: oConfigure, deploy, and maintain FreeSWITCH and Kamailio-based systems. oUnderstanding of 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 signaling 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. B-Additional Accountabilities pertaining to the role - Security Compliance: oEnsure 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. oEnsure 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. oUnderstanding of WebRTC solutions for real-time communication. **Key Decisions / Dimensions** - Soft Skills: oStrong analytical and problem-solving skills. oExcellent communication and documentation abilities. oAbility to work collaboratively in a team environment **Major Challenges** - VoIP Expertise: oStrong hands-on experience with FreeSWITCH and Kamailio. oIn-depth knowledge of SIP protocols, RTP, and VoIP troubleshooting. oFamiliarity with codecs like G.711, G.729, Opus, etc. - Networking Proficiency: oSolid understanding of networking concepts such as NAT, RTP, and STUN/TURN. oExperience with firewall configurations and SBCs. - Development Skills: oProficiency in programming languages like Golang, Lua, Python, C, and C++. oExperience with WebRTC for real-time communication. oFamiliarity with database systems like MongoDB and PostgreSQL. oExperience with Redis for caching and RabbitMQ for asynchronous messaging. - Tools Platforms: oFamiliarity with monitoring tools like Homer, Grafana, or Nagios. oHands-on experience with cloud platforms like AWS, Azure, or Google Cloud. oProficiency in containerization tools like Docker and orchestration with Kubernetes. **Required Qualifications and Experience** a)Qualifications - Graduates with relevant voip experience of 4-5 Years Experience b)Work Experience - VoIP Infrastructure Design Maintenance: oConfigure, deploy, and maintain 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 signaling 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.