BIG Language Solutions - Telecommunications/VoIP Engineer

Description : VoIP Engineer

Job Title : Telecommunications/VoIP Engineer(Onsite Role)

Location : Noida(Work From Office)

Department : IT Infrastructure / Operations Support

Reports To : IT Manager / Infrastructure Lead

Employment Type : Full-time

Shift : US Shift

Job Summary :

We are seeking an experienced Telecommunications/VoIP Engineer to design, administer, and support cloud-based contact center and VoIP solutions. The ideal candidate will have strong hands-on experience with NICE CXone, Twilio, SIP-based telephony, and enterprise networking, along with a solid understanding of PSTN and global telecom providers.

Key Responsibilities :

- Administer, configure, and support the NICE CXone (NICE inContact CX One) platform, including call flows, routing, integrations, and reporting.

- Design, develop, and manage Twilio VoIP cloud solutions, including voice, SIP trunking, and API-based integrations.

- Configure and troubleshoot Cisco IOS and networking products, ensuring high availability and performance for voice and data traffic.

- Design and execute API communication protocols, including secure integrations between telephony platforms and third-party systems.

- Manage and troubleshoot SIP-based communications, ensuring compliance with industry standards and best practices.

- Monitor system health and performance using a Network Monitoring System, proactively identifying and resolving issues.

- Provide support and optimization for Public Switched Telephone Network (PSTN) connectivity.

- Work with US domestic and international ISPs and telephony service providers to manage circuits, routing, failover, and escalations.

- Collaborate with cross-functional teams to design scalable, reliable, and secure communication solutions.

- Document system designs, configurations, and operational procedures.

Required Skills & Qualifications :

- Experience with NICE N Contact CX One platform administration.

- Experience with Twilio VoIP Cloud development and administration.

- Strong knowledge of Cisco IOS & Networking products.

- SSCA or other 3rd party SIP certification (required).

- Hands-on experience with a Network Monitoring System.

- Ability to design and execute API communication protocols and design.

- Design and configure Genesys Cloud telephony architecture.

- Implement SIP trunking, DID management, and call routing.

- Configure IVR flows, queues, skills, call flows, and routing strategies.

- Integrate Genesys Cloud with CRM systems (Salesforce, ServiceNow, etc.

- Monitor and troubleshoot voice quality (QoS, latency, jitter, packet loss).

Knowledge and Skills Required :

- Third level degree in a related discipline required.

- Minimum 2 years working with Genesys Cloud Products.

- Genesys cloud certified Professional (GCP-GC) is highly desirable.

- Knowledge of Avaya would be advantageous.

- Excellent communication skills, both verbal and written.

- Experienced in Genesys Architect, WFM, QM, Reporting, Chatbots and CRM systems.

- Experienced in ACD, call centre environments.

- Good working knowledge of TCP/IP, DHCP and QoS.

- Good working Knowledge of Telephony infrastructure SBCs, POTS, ISDN, PRI, voice channels.

- SIP troubleshooting experience.