Telephony Engineer

Department: - HA Team

Open positions – 1

Gender – Male

Current Location- Noida

Employment Type - Full Time

Working Hours - Rotational

Exp- Minimum – 3 Year – 5 Year

Qualification: - B-Tech / MCA

Notice Period- 1 Month (15th April 2026)

Budget – 8 – 12 LPA

Communication Skills

Good / Excellent

Interpersonal Skills

Self-motivated- Mid to High

Confident- Mid to High

Leadership- Mid to High

Problem Solving, Logical, Analytical Skills

Problem Solving – Mid to High
Logical Ability: Mid to High

Analytical – Mid to High

Must Have Skills

expertise in CISCO UCCE/PCCE, Finesse, CUIC, Jabber, Calabrio Call recordings, Unified communication, Presence, CTI, ECE Email contents management system, CISCO ICM routing, VoIP/IPT, Unity Voicemail, Cisco Voice Portal, VXML, and Tier2 IT user support.

Good to Have

CCNP or CISCO CCIE certification preferred.

Duties and Responsibilities

1. Setup, configure, and test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager, CVP, Workflow Management systems, Call recording systems.
2. Manage day-to-day activities for CISCO Enterprise Chat and Emails System.
3. Support Calabrio ONE, QM, WFM, and AI hosted solutions.
4. Participate in various IT projects intended to continually improve/upgrade converged network solutions.
5. Provide tier 2 Support for Contact Center customer service representatives.
6. Continuously monitor, optimize, and improve the performance of existing applications.
7. Troubleshoot, maintain, upgrade, and provide solutions to complex HW/SW problems.
8. Educate the customer on solution as appropriate throughout the life of the project.
9. Plan, document, and support the configuration of contact center supporting solutions.
10. Centralize contact center scripting, routing, Calabrio cloud recording, and integration with CRM/Sales Force and other systems.
11. Fully document all created work, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices.
12. Lead and participate in project team activities for system work efforts related to enterprise systems.
13. Adhere to company change management policies and procedures.
14. Maintain the repository for Business Requirements Documents - BRDs
15. Work independently to accomplish assigned tasks and duties.
16. Adhere to and follow all company standards, policies, and procedures.
17. Utilize various software and/or technology tools to perform job duties.
18. Knowledgeable in Office 365 administration.
19. Perform tasks and other duties related to this position and role assigned by the manager.