Primary Purpose
The Telecom Support Specialist II is responsible for advanced planning, administration, and implementation of telecommunications and call center services. This role provides advanced technical support for cloud-based telephony platforms and enterprise contact center environments, ensuring reliable, scalable, and high-quality voice and digital customer interactions.
Key focus areas include
:Supporting and enhancing cloud-based telephony, VOIP, CTI, and API integration
sMonitoring telecom and contact center platforms for performance, capacity, and reliabilit
yAnalyzing call routing, dialer, and contact center data to identify improvement opportunitie
sSupporting integrations with CRM and enterprise system
sEnsuring telecom configurations comply with IT policies, security, and operational standard
s
Major Responsibilitie
s The position focuses on delivering advanced operational support for global telecom and contact center solutions. The role emphasizes proactive monitoring, vendor coordination, documentation,
and continuous improvement of telephony services to improve customer satisfaction, agent efficiency, and business outcome
s.Support enhancements and ongoing operations of cloud-based telephony and global call center platfor
ms
Certification / Lice
nseRelevant IT or telecom certifications preferred Work Experie
nceMCSE, MCTS, CCNA, ITIL, or similar certificat
ion
Work Experi
ence3 years of experience troubleshooting PCs, printers, phones, and network is
sues2 years of experience with PBX functionality and contact center platforms such as Microsoft O365/Teams, Genesys, Amazon Connect, or Interactive Intelligence (I3) Knowledge / Skills / Abili
tiesSolid understanding of contact center and telecommunication environm
entsKnowledge of networking, wireless, and telephony fundamen
talsExperience supporting VOIP, CTI, CRM integrations, and cloud-based platf
ormsStrong problem-solving, analytical, and communication sk
illsExperience with SIP, PRI, and te
📌 Telecom Support Specialist (Pune)
🏢 Generac
📍 Pune