Perform configuration and maintenance of PBX Systems. Including installation and configuration of softphones, managing User Accounts, Creation/Deletion of Queues/Flows, DIDs/TFNs, Extensions, Voicemails etc.
Carry out Flows/IVRs and Call Routing design and implementation
Monitor network performance
Troubleshoot Network Infrastructure issues.
Provide technical support to end users, resolving hardware and software issues efficiently
Diagnose problems, implement solutions, and escalate as necessary
Maintain documentation of common problems and solutions
Maintain service level agreements (SLA)
Handle routine system maintenance (network/software/PBX)
Participate in backup testing, business continuity, and recovery drills
Log ticket issues and document relevant information to come up with a resolution
Work with Security and Compliance to ensure IT infrastructure compliance with organizational policies, procedures, and industry standards
Collaborate with other teams - Corporate Connectivity, Managed Services, Engineering, Security, and Compliance
Help identify opportunities for process improvement, recommendations, upgrades, or new technologies
Able to stay current with industry trends and best practices to enhance operational efficiency
Requirements
IT / Computer Science-related degree or certification.
Knowledge in SIP, RTP and WebRTC, including voice codecs to optimize audio quality
Knowledge in Zoom Phone and Zoom Contact Center, Mitel, Vanilla Asterisk and other Asterisk based PBX Systems
Proficient in configuring, Flows, Routing, Integrations etc. This includes scripting and APIs
Knowledge of SBC, MBG, and firewalls to secure voice networks, with a strong understanding of LAN/WAN routing and VLANs.
Knowledge in Mikrotik, Tailscale and Netskope is a plus
Able to use Wireshark or other network packet tracer to diagnose call drops and SIP messages
Strong problem-solving and analytical abilities
Communication skills (technical and non-technical audiences)
Time management and ability to prioritize tasks
Team collaboration and customer service orientation
Adaptability and willingness to learn new technologies
