National Lead - IT

Job description

Location Name: Pune Corporate Office - Mantri Job Purpose • Design and implement scalable, cloud-native Unified Communication (UC) and VoIP architectures aligned with enterprise,requirements. • Architect SIP-based communication systems, WebRTC platforms, and real-time voice/media infrastructure. • Build and optimize contact center platforms including inbound, outbound, and omnichannel communication systems. • Develop and enhance dialer capabilities (predictive, progressive, blended, manual) for business use cases. • Ensure high availability, performance optimization, and fault tolerance across communication platforms. • Define and enforce security, compliance, and data protection frameworks for voice and digital channels. • Drive API-first and microservices-based architecture for scalable communication services. • Collaborate with cross-functional teams (Dev, Infra, Network, Product) for end-to-end delivery and operations. Duties And Responsibilities Key Responsibilities – End to end design the Uni-connect solution and managing the Uni-connect development team Unified Communication & VoIP Architecture • Design and implement SIP, RTP, and WebRTC-based communication systems. • Architect scalable VoIP platforms using tools like Kamailio, OpenSIPs, Asterisk, and FreeSWITCH. • Build high-performance media handling using RTPEngine and WebRTC gateways. Contact Center Solutions • Design and manage omnichannel contact center platforms (voice, chat, bot, IVR). • Implement inbound and outbound campaign management systems. • Enable CPaaS-based integrations for voice automation (IVR, ASR, TTS, bots). Dialer Systems • Develop and optimize predictive, progressive, blended, and manual dialer systems. • Improve call routing strategies, pacing algorithms, and agent productivity. • Ensure compliance with DNC, retry logic, and regulatory requirements. Cloud & Microservices Architecture • Design microservices-based architecture using Docker and Kubernetes. • Build API-first communication platforms with scalable service orchestration. • Ensure multi-tenant architecture and horizontal scalability. Performance & Reliability • Ensure high availability, fault tolerance, and disaster recovery (DR/BCP). • Optimize latency, call quality (QoS), and system throughput. • Monitor and improve system performance using real-time metrics and logs. Security & Compliance • Implement secure SIP signaling, media encryption, and access controls. • Ensure compliance with telecom and data security regulations. • Define audit frameworks and secure data handling practices. Collaboration & Leadership • Work with Dev, Infra, Network, and Product teams for seamless delivery. • Mentor engineering teams on best practices in VoIP and system design. • Drive architecture governance and technical decision-making. Key Decisions / Dimensions • Yes – Responsible for key architectural decisions, technology stack selection, and system design approaches. Major Challenges • Designing highly scalable and low-latency real-time communication systems. • Ensuring high availability and fault tolerance in distributed VoIP environments. • Managing interoperability between multiple vendors and telecom providers. • Handling large-scale outbound campaigns with compliance constraints. • Maintaining call quality across varied network conditions. Required Qualifications And Experience • Qualifications • BE / B.Tech in Computer Science, Electronics, Telecommunications or related field • Work Experience • 5+ years of experience in telecom / contact center / unified communications domain • Core Technical Expertise • Strong hands-on experience in SIP, RTP, VoIP, and WebRTC technologies • Experience with Kamailio, OpenSIPs, Asterisk, FreeSWITCH, RTPEngine • Programming & Scripting • Proficiency in C/C++, Go, Python, Lua, Perl, Shell scripting • Databases & Messaging • Experience with PostgreSQL, MySQL, MongoDB • Messaging systems like Kafka, RabbitMQ • Platforms & Tools • Docker, Kubernetes, Microservices architecture • FusionPBX, FreePBX, Jitsi, Dialogflow • Domain Expertise • Contact Center Platforms (Omnichannel, Campaign Management) • CPaaS & Voice Automation (IVR, Bots, ASR/TTS) • PBX & Unified Communication systems • WebRTC media infrastructure • Additional Skills • Strong understanding of real-time communication architecture • Experience in multi-tenant and enterprise-scale deployments • Exposure to Avaya or enterprise UC ecosystems is a plus • Familiarity with incident management, monitoring, and change management processes