– 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 productive 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

📌 Telecom Solution Architect (Navi Mumbai)
🏢 1POINT1
📍 Navi Mumbai