1Point1
Website:
1point1.com
Company:
https://www.linkedin.com/company/1point1
Seniority: Mid-Senior level
Industries: Business Consulting and Services and IT Services and IT Consulting
Job details:
Job Description – Telecom Solution Architect (BPO / Contact Center)
Position: Telecom Solution Architect
Experience: 6–8 Years
Location: India
Industry: BPO / Contact Center / Customer Experience (CX) Services
Reporting To: Head – IT / Technology Solutions
Job Summary
We are seeking an experienced Telecom Solution Architect with 6–8 years of experience in designing, implementing, and supporting enterprise telephony and contact center solutions for large-scale BPO operations. The ideal candidate should have hands-on experience in architecting solutions for domestic and international clients, particularly the US market, while also supporting customers across regions such as EMEA, APAC, and the Middle East.
The candidate will be responsible for designing scalable, secure, and cost-effective telecom solutions that comply with country-specific telecom regulations, carrier requirements, and customer expectations.
Key Responsibilities
Solution Design & Architecture
- Design end-to-end telecom and contact center solutions for inbound, outbound, blended, and omnichannel operations.
- Architect cloud, on-premises, and hybrid contact center solutions.
- Prepare High-Level Design (HLD), Low-Level Design (LLD), architecture diagrams, and implementation plans.
- Evaluate emerging telecom technologies and recommend suitable solutions.
Global Solutioning
- Design telecom and contact center solutions for US-based customers as well as clients across Europe, APAC, Middle East, and other international regions.
- Understand country-specific telephony regulations, numbering plans, toll-free services, emergency calling requirements, and carrier connectivity.
- Coordinate with international telecom carriers and cloud providers for number procurement, SIP trunk provisioning, and connectivity.
- Design multi-country voice infrastructure with redundancy, disaster recovery, and business continuity.
- Support multilingual and multi-time-zone contact center deployments.
Contact Center Platforms
Experience in one or more of the following:
- Genesys Cloud
- Amazon Connect
- NICE CXone
- Cisco Contact Center
- Avaya
- Five9
- Airtel IQ
- Exotel
- Knowlarity
Configure and support:
- IVR
- ACD
- Skills-based routing
- Queue management
- Call recording
- Workforce integration
- Omnichannel routing
Telephony & Carrier Management
- Design and manage SIP trunks, PRI, DID numbers, toll-free services, and international voice connectivity.
- Work with telecom carriers across multiple countries.
- Coordinate carrier onboarding, testing, troubleshooting, and escalations.
- Design telecom redundancy and failover mechanisms.
Outbound Communication Solutions
Design and support:
- Predictive Dialers
- Progressive Dialers
- Preview Dialers
- Voice Blast Solutions
- Campaign Management Platforms
- SMS and WhatsApp integrations
Ensure compliance with regional outbound communication regulations, including:
- TCPA (US)
- Do Not Call (DNC) regulations
- Ofcom (UK), where applicable
- GDPR considerations for European deployments
Integration & Automation
- Integrate telecom platforms with CRM, ticketing systems, Workforce Management (WFM), and AI-based applications.
- Develop API-based integrations using REST APIs and Webhooks.
- Support CTI integrations and workflow automation.
- Evaluate AI, speech analytics, and conversational bot solutions.
Client Engagement & Pre-Sales
- Gather business and technical requirements from clients.
- Participate in solution workshops and customer presentations.
- Support RFP/RFI/RFQ responses with technical solution designs.
- Prepare solution proposals, effort estimates, and implementation plans.
- Provide technical guidance during customer due diligence and transition phases.
Operations & Support
- Provide L3 support for critical telecom incidents.
- Perform root cause analysis and implement preventive measures.
- Support change management and release planning.
- Ensure telecom infrastructure meets SLA, uptime, and performance targets.
Required Skills
Telecom Technologies
- SIP
- VoIP
- PRI
- SBC (Session Border Controller)
- DID and Toll-Free Services
- IVR
- ACD
- Voice Recording
- Number Management
- Call Routing
Contact Center Technologies
- Cloud Contact Centers
- Omnichannel Platforms
- Dialers
- CTI
- Workforce Management Integration
- Quality Monitoring Solutions
Networking
- TCP/IP
- DNS
- VPN
- MPLS
- QoS
- Firewall Concepts
- Network Troubleshooting
Cloud & Integration
- AWS or Azure fundamentals
- REST APIs
- JSON
- Webhooks
- OAuth/API Authentication
International Telecom Knowledge
- US Telecom ecosystem
- International SIP trunk provisioning
- Toll-Free and DID services
- Global carrier interconnects
- Telecom regulatory awareness
- Number portability
- Business continuity and disaster recovery for global contact centers
Experience Required
- 6–8 years of experience in Telecom, Unified Communications, or Contact Center technologies.
- Minimum 3 years of experience in Telecom Solution Architecture or Technical Consulting.
- Experience designing telecom solutions for US-based customers is mandatory.
- Experience delivering solutions for international markets including EMEA, APAC, Middle East, or ANZ is highly preferred.
- Experience supporting contact centers with 500–5,000+ agents.
- Experience working with international telecom carriers and cloud contact center providers.
- Experience in pre-sales, solution consulting, and client-facing engagements is preferred.
Preferred Certifications
- Genesys Cloud Certification
- Amazon Connect Certification
- Cisco Collaboration (CCNA/CCNP Collaboration)
- Avaya Certifications
- Microsoft Azure Fundamentals
- AWS Cloud Practitioner
Key Competencies
- Telecom Solution Architecture
- Contact Center Solution Design
- Global Telecom Solutioning
- International Carrier Management
- Technical Consulting & Pre-Sales
- Client & Stakeholder Management
- Vendor Management
- Strong documentation and presentation skills
- Problem-solving and analytical thinking
- Cross-functional collaboration in multicultural environments
Key Performance Indicators (KPIs)
- Successful delivery of telecom solutions for domestic and international clients.
- Timely completion of solution designs and implementation projects.
- High availability and reliability of telecom platforms.
- Compliance with regional telecom regulations.
- Reduction in telecom incidents and escalations.
- Cost optimization through efficient carrier and licensing management.
- Positive client satisfaction and successful solution acceptance.
- Contribution to RFP wins and business growth through effective solution architecture.
This version is suitable for hiring a Telecom Solution Architect in an Indian BPO that serves global clients, with particular emphasis on US-market solutioning, international telecom regulations, pre-sales, and multi-country contact center deploym
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