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.