Omind
Website:
omind.ai
Job details:
L2+ Telecom Engineer
Contact Center & CCaaS Operations
Senior / Lead Level | On-site – Kolkata, India
Department
Information Technology
Reporting To
AGM – Information Technology
Location
Kolkata, India (On-site)
Employment Type
Full-Time, Permanent
Experience Required
5+ years in Telecom / CCaaS platforms
Education
B.E. / B.Tech / MCA or equivalent in IT / Electronics / Telecom
Certifications (Preferred)
Genesys Cloud CX Certified, CCNA, ITIL v4 Foundation
About FusionCX
FusionCX is a global Business Process Outsourcing leader delivering contact center, digital transformation, and technology services across 37+ locations worldwide. Our IT function drives mission-critical voice, data, and CCaaS infrastructure that powers millions of customer interactions every day.
Role Overview
We are looking for a hands-on, technically deep L2+ Telecom Engineer to join our IT team in Kolkata. This is a senior individual-contributor role with platform ownership responsibilities across our multi-vendor CCaaS and voice infrastructure stack. The ideal candidate brings strong experience with Genesys Cloud CX, SIP/VoIP engineering, and a solid grasp of contact-center telephony platforms including VICIdial, Nextiva, TCN, and SingleCom.
You will be the go-to escalation point for complex telecom issues, drive platform health and compliance, and contribute to strategic telephony projects across FusionCX’s global delivery footprint.
Key ResponsibilitiesPlatform Administration & Operations
• Own day-to-day administration, configuration, and health monitoring of Genesys Cloud CX, Nextiva, TCN, VICI dial (VICI), and Singlecomm platforms.
• Manage inbound/outbound campaign setup, IVR/ACD flow design, call routing changes, queue management, and trunk provisioning.
• Maintain SIP trunk configurations, DID/DDI inventory, carrier interconnects, and failover routing across all platforms.
• Administer PBX systems including extensions, dial plans, hunt groups, call recording, and voicemail.
• Perform WebRTC troubleshooting including signalling trace analysis, DTLS-SRTP issues, and NAT traversal problems.
L2+ Escalation & Incident Management
• Serve as the primary escalation engineer (L2/L3) for all telecom-related incidents, ensuring SLA adherence and RCA delivery.
• Triage and resolve issues related to call drops, audio quality (MOS score), jitter, latency, packet loss, and codec mismatches.
• Coordinate with external carriers, SIP providers, and platform vendors (Genesys, Nextiva, TCN) for fault resolution and circuit management.
• Maintain incident logs, problem tickets, and change records in the ITSM tool (ServiceNow / Jira).
Compliance & Security
• Lead PCI DSS compliance implementation on CCaaS platforms — configure and validate Secure Pause / recording suppression, DTMF masking, and agent-side call controls.
• Ensure call recording configurations meet regulatory and client-mandated requirements including consent, retention, and encryption.
• Support internal and external compliance audits; prepare evidence packages for telecom-related controls.
• Implement and enforce Role-Based Access Controls (RBAC) across all telephony platforms.
Project Delivery & Migrations
• Lead or contribute to telephony migration projects (e.g., legacy PBX to Genesys Cloud CX, carrier transitions, new site bring-ups).
• Develop migration checklists, cutover plans, rollback procedures, and UAT scripts for telecom projects.
• Collaborate with cross-functional teams (IT Infrastructure, InfoSec, Operations, WFM) on CCaaS deployment and change initiatives.
• Evaluate new platforms and integration patterns (SMS, WebRTC, CRM CTI connectors) and present recommendations to IT leadership.
Monitoring, Reporting & Documentation
• Build and maintain real-time dashboards for platform health KPIs: call completion rates, ASR, ACD, trunk utilisation, and error rates.
• Produce regular operational reports and present findings to IT management.
• Maintain detailed technical documentation: network diagrams, SIP trunk inventories, call flow maps, runbooks, and change logs.
• Define and track SLAs/OLAs for telecom services in coordination with the IT leadership team.
Required Skills & QualificationsPlatforms
• Genesys Cloud CX — campaigns, queues, IVR designer, scripts, trunks, user/role management, API integrations.
• VICI dial (VICI) — campaign admin, agent scripting, AMI integration, dial ratio tuning, reporting.
• Nextiva — multi-site administration, call flow configuration, hunt groups, number management.
• TCN — outbound dialler management, campaign setup, suppression list handling, reporting.
• Singlecomm — SIP trunk provisioning, portal administration, DID management.
Technical Skills
• SIP / VoIP Engineering — SIP message flow (INVITE, BYE, OPTIONS, REGISTER), call routing logic, codec negotiation (G.711, G.729, Opus).
• WebRTC — browser-based voice, STUN/TURN, ICE, DTLS-SRTP troubleshooting.
• PBX Administration — FreePBX/Asterisk or equivalent; dial plans, extensions, trunks, ring groups.
• Network fundamentals — TCP/IP, VLANs, QoS for voice, firewall rule assessment for SIP/RTP.
• Call recording — platform-native recording, third-party recorders, PCI Secure Pause, GDPR compliance.
• Scripting/automation — PowerShell, Python, or Bash for operational automation tasks.
• ITSM tools — ServiceNow, Jira, or equivalent for incident/change/problem management.
Soft Skills
• Strong verbal and written communication in English; ability to liaise with global teams and vendor support.
• Methodical troubleshooting mindset; comfortable working under pressure during major incidents.
• Ownership mentality — proactively identifies platform risks and drives resolution without waiting for escalation.
• Ability to document technical processes clearly for both technical and non-technical audiences.
Preferred Qualifications
• Genesys Cloud CX Developer or Architect certification.
• Cisco CCNA / CCNP Voice or equivalent networking certification.
• ITIL v4 Foundation certification.
• Experience with Telnyx, Twilio, or similar CPaaS platforms for SMS/voice API integration.
• Exposure to CRM CTI integrations (Salesforce, Zoho, HubSpot) with CCaaS platforms.
• Familiarity with contact center WFM tools (NICE WFM, Verint, Calabrio).
• Prior experience in a BPO / contact center technology environment.
Click on Apply to know more.