Job Purpose
Capability to manage and support Cisco Contact Center applications delivery with desired uptime. Expertise in Cisco Contact Center Solutions with component level depth on Cisco Components (Voice Gateway, Dialer, PG, ICM, Router, Logger, CVP, List Management, IVR management ,ACD, CRM Integration) Recording solution (NICE), Understanding on Database and CUIC Reporting, understanding on LCM and outbound Dialer.
Duties and Responsibilities
Key Accountabilities – VoIP Support Engineer (L2/L3 Support)
1. VoIP Platform Support
o Monitor, maintain, and support FreeSWITCH, Asterisk, and Kamailio environments to ensure high availability.
2. Incident Management
o Troubleshoot and resolve SIP, RTP, call routing, registration, and voice quality issues within agreed SLAs.
3. System Monitoring
o Continuously monitor platform health, call quality, server performance, and proactively address issues before service impact.
4. Call Routing & Configuration
o Configure and maintain SIP trunks, DID numbers, dial plans, routing rules, and telephony configurations.
5. Performance & Capacity Management
o Optimize system performance, conduct capacity planning, and ensure the platform can handle expected call volumes.
6. Integration Support
o Support integrations with CRM, databases, messaging systems (RabbitMQ, Redis), and WebRTC-based applications.
7. Security & Compliance
o Implement and maintain VoIP security controls, firewall/SBC configurations, and ensure compliance with organizational security standards.
8. Automation & Continuous Improvement
o Develop scripts and automation to simplify operational tasks, reduce manual effort,



and improve system reliability.
9. Documentation & Knowledge Management
o Maintain technical documentation, troubleshooting guides, SOPs, and conduct knowledge transfer sessions for internal teams.
10. 24x7 Operational Support
o Provide L2/L3 production support, participate in on-call rotations, perform root cause
Key Decisions / Dimensions
• Experience with Asterisk, OpenSIPS, or other VoIP platforms.
• Knowledge of WebRTC and real-time communication technologies.
• Familiarity with REST APIs and their integration with VoIP systems.
• Exposure to testing frameworks for end-to-end testing.
Major Challenges
# Challenge Straightforward Description
1 High Call Volume Handle millions of calls without slowing down.
2 Good Voice Quality Ensure clear calls with no delay, echo, or call drops.
3 Telco Connectivity Connect reliably with multiple telecom providers.
4 Zero Downtime Keep the contact center running even during failures.
5 Quick Issue Detection Identify and fix problems before they impact customers.
6 Smart Call Routing Route calls to the right agent quickly and efficiently.
7 Easy System Integration Connect with CRM, bots, databases, and other business applications.
8 Data Security Protect customer information and meet compliance requirements.
9 Cloud Scalability Scale infrastructure up or down based on business demand.
10 Real-Time Reports Provide live dashboards and performance insights for better decision-making.
Required Qualifications and Experience
a) Minimum qualification required is BE/B-Tech/ Computer Science / IT and electronics with an Implementation

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