Job Summary

We are seeking motivated and technically skilled L1/L2 Telecom Engineers to support our cloud contact center and telecom infrastructure. The role involves first-line and intermediate technical support, routine field visits, troubleshooting of VoIP/telephony and connectivity issues, coordination with customers and service providers, and support for cloud-based contact center solutions such as Genesys, Cisco Webex Contact Center, Amazon Connect, Avaya, NICE, or similar platforms.

Key Responsibilities Cloud & Remote Support

- Monitor and troubleshoot cloud-based contact center platforms and telecom services.
- Perform L1/L2 diagnostics on SIP trunks, SIP signaling, RTP/media flow, call flows, IVR issues, voice quality, call failures, and agent workstation issues.
- Handle ticket escalations, coordinate with relevant teams, and provide timely updates.
- Support basic administration such as adding users, resetting passwords, and configuring call queues.

Field Support

- Visit branch offices, data centers, or remote sites for telecom and contact center support.
- Support IP phone, media gateway, SIP/VoIP equipment installation, replacement, and troubleshooting.
- Verify cabling, cross-connects, connectivity to switches/routers, and telecom circuits.
- Coordinate joint troubleshooting with telecom providers, data center teams, customers, and internal teams.
- Assist in site surveys for current telecom deployments or upgrades.

Technical & Operational Tasks

- Document field visits, troubleshooting findings, actions taken, and closure details.
- Escalate complex issues to L2/L3 teams, vendors, or telecom providers with relevant evidence.
- Support softphone configuration and headset troubleshooting.
- Perform basic WAN/LAN testing for latency, packet loss, jitter, and voice-quality issues.
- Capture and analyze basic SIP/RTP traces using Wireshark where required.
- Participate in live troubleshooting and coordinate activities until service restoration.

Technical Skills





- Basic to intermediate understanding of SIP, RTP, VoIP signaling, SIP trunks, and call flows.
- Understanding of TCP/IP networking, LAN/WAN, DNS, DHCP, and basic network troubleshooting.
- Knowledge of IP phone configuration (Cisco, Polycom, Yealink, or similar).
- Familiarity with Wireshark, Telnet, SSH, ping, traceroute, and remote support tools.
- Exposure to Genesys, Avaya OneCloud, Cisco Webex Contact Center, NICE, Amazon Connect, or similar platforms is preferred.
- Basic understanding of telecom circuits, media gateways, SBCs, and SIP connectivity is an added advantage.

Communication & Language Requirements

- Strong verbal and written communication skills are essential for this role.
- The engineer must communicate clearly with customers, telecom service providers, data center teams, vendors, and internal technical teams during incidents and troubleshooting.
- Hindi-speaking candidates are highly preferred due to regular coordination with teams and stakeholders across multiple regions.
- Working proficiency in English is required. Knowledge of the local language (Tamil for Chennai / Telugu for Hyderabad) is an added advantage.
- Ability to provide clear, timely incident updates and explain technical observations professionally.

Soft Skills & Competencies

- Strong problem-solving and troubleshooting skills.
- Customer-focused attitude and professional stakeholder coordination.
- Ability to work independently in the field with minimal supervision.
- Good coordination and follow-up skills during business-critical incidents.
- Willingness to travel within the assigned region and visit customer/data center locations when required.

Preferred Candidate Profile

- Experience in telecom, VoIP, contact center, network, or field support roles.
- Hands-on exposure to SIP trunk and voice-related incident troubleshooting is preferred.
- Candidates comfortable with both remote technical support and on-site field activities will be preferred.
- Good communication skills, particularly Hindi-speaking ability, will be given strong preference during selection.

📌 Cloud Contact Center/Telecom Engineer (Field Support) (Hyderabad)
🏢 Buzzworks Business Services
📍 Hyderabad