Senior Tech Specialist - Contact Center

Job description

Location Name: Pune Corporate Office - Mantri Job Purpose Capability to manage and support cloud-hosted Linux-based telephony and dialer platforms used in Contact Center operations. Responsible for ensuring high availability, performance monitoring, and troubleshooting of VoIP-based dialing systems such as Asterisk, Freeswitch, or similar platforms while supporting business-critical outbound and inbound calling operations. Duties And Responsibilities • Provide L1 / L2 / L3 production support for cloud-hosted Linux-based telephony and dialer platforms such as Asterisk, VICIdial, Freeswitch, FreePBX or similar systems. • Troubleshoot SIP/RTP call flows, agent connectivity issues, call drops, one-way audio, IVR failures, trunk registration issues, and dial plan anomalies. • Perform detailed troubleshooting using system logs, SIP traces, packet captures (pcap), Asterisk logs, systemd/journalctl, and fail2ban logs. • Manage user, campaign, queue, and agent configurations within dialer platforms. • Optimize dialer operations including predictive/progressive dialing pacing, lead recycling, and campaign management. • Monitor platform performance metrics such as CPU utilization, memory usage, disk I/O, network latency, call concurrency, CPS, ASR, and AHT. • Perform routine system maintenance and configuration updates on Linux-based servers supporting telephony systems. • Manage SIP trunk configurations, dial plans, queue management, and call routing logic in telephony platforms. • Ensure smooth integration between dialer systems, CRM platforms, and external telephony service providers. • Collaborate with infrastructure, network, and cloud teams to ensure stable telephony services across environments. • Maintain technical documentation including troubleshooting guides, system configurations, SOPs, and incident RCA reports. • Ensure compliance with IT operational processes including incident management, change management, and system monitoring. Key Decisions / Dimensions • Identifying and resolving telephony system issues impacting contact center operations. • Determining dialer configuration changes for campaign optimization and dialing performance. • Selecting troubleshooting approaches for SIP, RTP, and telephony infrastructure issues. • Implementing operational changes related to queue management, dial plans, and trunk configurations. Major Challenges • Managing high call volumes and maintaining system stability in large-scale contact center environments. • Troubleshooting complex VoIP issues involving SIP signaling, RTP media flows, codecs, and network latency. • Ensuring minimal downtime for dialer platforms supporting revenue-generating outbound campaigns. • Diagnosing and resolving intermittent telephony issues such as one-way audio, trunk registration failures, and call quality degradation. • Coordinating with telecom service providers and cloud vendors to resolve network or trunk-level issues. • Maintaining optimal dialer performance while managing campaign loads and dialing ratios. Educational Qualifications Required Qualifications and Experience • Minimum qualification required is BE / B.Tech in Computer Science, Information Technology, Electronics, or equivalent discipline from a recognized university. • 3–6 years of experience in production support roles managing Linux-based telephony or dialer platforms in cloud or enterprise environments. • Strong Linux administration skills, including systemd services, networking, SSH, permissions, storage management, and firewall configuration (IPTables / Firewalld / UFW). • Solid understanding of VoIP fundamentals including SIP, RTP, SDP, call signaling, and media flow troubleshooting. • Experience working with Asterisk, Freeswitch, VICIdial, FreePBX, or similar open-source telephony platforms including dial plans, queues, agents, trunks, call recording, and campaign setup. • Knowledge of VoIP codecs such as G.711, G.729, and OPUS, and their impact on call quality and bandwidth utilization. • Hands-on experience analyzing logs and troubleshooting using Asterisk logs, SIP traces, packet captures (pcap), system logs, and monitoring tools. • Basic understanding of cloud infrastructure and networking concepts used in hosting telephony platforms. • Strong analytical troubleshooting ability along with clear communication and customer-facing skills.