- 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.
- Attention to detail and documentation practices