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 causeKey Decisions / Dimensions
• Experience

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