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
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📌 Telecom Support Specialist (Pune City)
🏢 Generac
📍 Pune City