Job Title : Telephony Engineer (Cisco Contact Center)

Location : India (Remote / Hybrid, based on project needs)

Employment Type : Full-Time

Industry : Healthcare / Technology Services

About the Role :

We are seeking a skilled Telephony Engineer to design, implement, and support enterprise-grade voice and contact center solutions for a US-based healthcare technology client. This role requires strong expertise in Cisco Contact Center platforms, SIP-based VoIP solutions, and Webex / Webex Contact Center, along with solid networking fundamentals and the ability to communicate effectively with cross-functional and client stakeholders.

Key Responsibilities :

- Design, implement, and support Cisco telephony and contact center solutions in production environments.

- Develop, customize, and maintain Cisco Finesse Gadgets to improve agent and supervisor workflows.

- Configure, troubleshoot, and optimize VoIP and SIP-based call flows, IVR, and routing logic.

- Support and integrate Webex Calling and Webex Contact Center solutions.

- Collaborate with network teams to ensure proper configuration of TCP/IP, routing, switching, firewalls, NAT, and QoS for voice traffic.

- Diagnose and resolve voice quality, latency, jitter, and packet loss issues across network and application layers.

- Partner with application, backend, and DevOps teams to integrate telephony with APIs, CRM, and internal systems.

- Participate in project planning, estimations, timelines, and execution for telephony initiatives.

- Communicate clearly with US-based clients and internal stakeholders regarding requirements, risks, and progress.

- Create and maintain technical documentation, network diagrams, and operational runbooks.

- Provide production support and participate in on-call rotations as required.

Required Skills & Qualifications

- 5+ years of experience in Telephony / VoIP / Contact Center engineering.

- Strong hands-on experience with Cisco Contact Center platforms (UCCX, UCCE, Webex Contact Center).

- Cisco Finesse Gadget development or customization experience (strongly preferred).

- In-depth knowledge of VoIP technologies, including SIP, RTP, codecs, call flows, and signaling.

Solid networking fundamentals, including :

- TCP/IP

- Routing & Switching

- Firewalls, NAT, VPNs

- QoS and network troubleshooting for voice traffic

- Experience working with Webex Calling and Webex Contact Center.

- Strong troubleshooting skills across network, voice, and application layers.

- Excellent communication, documentation, and stakeholder management skills.

- Experience participating in or leading projects, including planning, coordination, and delivery.

- Ability to work independently in a fast-paced, client-facing environment.

Nice to Have :

- Experience integrating telephony solutions with CRM, ticketing, or workflow systems.

- Exposure to healthcare environments and compliance considerations.

- Cisco certifications such as CCNA Voice / CCNP Collaboration.

- Experience with cloud contact center migrations.