Location Name: Pune Corporate Office - Mantri

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

SBC Administration

o Configure, manage, and maintain Session Border Controllers (SBCs) to ensure secure and reliable SIP communication.

SIP Trunk Management

o Configure and support SIP trunks with multiple telecom providers, ensuring seamless inbound and outbound call connectivity.

Call Routing & Interoperability

o Design and maintain SIP routing, dial plans, and interoperability between SBCs, PBXs, FreeSWITCH, Kamailio, and carrier networks.

Monitoring & Incident Management

o Monitor SBC health, call traffic, and alarms, and resolve SIP signaling, registration,



and media-related issues within SLA.

Performance & Capacity Management

o Optimize SBC performance, monitor CPS (Calls Per Second) and concurrent sessions, and perform capacity planning to support business growth.

Security Management

o Implement SIP security policies, TLS/SRTP, access control, fraud prevention, DDoS protection, and firewall integration.

High Availability & Disaster Recovery

o Maintain SBC redundancy, failover mechanisms, and disaster recovery readiness to ensure uninterrupted voice services.

Troubleshooting & Root Cause Analysis

o Analyze SIP traces, packet captures, and call logs using tools like Wireshark and sngrep to identify and resolve complex issues.

Change & Configuration Management

o Execute configuration changes, software upgrades, patches, backups, and maintain documentation as per change management processes.

Collaboration & Vendor Coordination

o Work closely with telec

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