Tech Lead - Cloud Technologies N 4C

Job description

Tech Lead - Cloud Technologies N Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.  Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. Job Description Senior Telecom Analyst The Senior Telecom Analyst is responsible for the administration, configuration, support, and ongoing optimization of the enterprise voice and contact center environment, including Amazon Connect and Avaya telephony platforms. This role serves as a technical subject matter expert for contact center technologies, voice infrastructure, telephony services, and carrier management. The analyst will support daily operations, incident resolution, Moves/Adds/Changes (MACs), telecom provisioning, DID inventory management, carrier relationships, number porting, platform configuration, and technology enhancements that enable exceptional employee and customer experiences. This position partners closely with Contact Center Operations, Infrastructure, Networking, Security, and business stakeholders to ensure highly available, secure, and scalable telecommunications services. Key Responsibilities • Administer, configure, and support the Amazon Connect platform including contact flows, queues, routing profiles, user administration, agent configurations, call recording, and reporting. • Support integrations between Amazon Connect and enterprise applications. • Troubleshoot contact center issues impacting voice, chat, routing, agent functionality, and customer experience. • Administer and support Avaya VoIP telephony environments. • Configure and maintain dial plans, call routing, hunt groups, call queues, and voice services. • Perform telecom Moves, Adds, Changes, and Deletes (MACD) requests. • Manage enterprise DID inventory and lifecycle management. • Lead telephone number porting activities and coordinate with telecom carriers and vendors. • Provide Tier 2 and Tier 3 operational support for telecommunications services. • Participate in incident response, root cause analysis, and problem management activities. • Support telecom modernization, migration, and contact center transformation initiatives. • Create and maintain telecom documentation, standards, and operational runbooks. Required Qualifications • Bachelor's degree in Information Technology, Telecommunications, Computer Science, or equivalent experience. • 5+ years of telecommunications, contact center, or voice infrastructure experience. • 3+ years of hands-on Amazon Connect administration and configuration experience. • 3+ years supporting Avaya telephony platforms. • Experience managing DID inventories, number provisioning, and telecom porting activities. • Strong understanding of VoIP, SIP trunking, call routing, and telephony architecture. • Experience troubleshooting contact center and telephony environments. • Excellent communication and stakeholder management skills. Preferred Qualifications • Experience supporting enterprise-scale contact center environments. • Familiarity with AWS services supporting