Job Summary

We are seeking a hands-on Telecom Engineer (L2) to join our IT team in Kolkata. This senior individual contributor role owns critical CCaaS and voice platforms across our multi-vendor telecom infrastructure, including Genesys Cloud CX, VICIdial, Nextiva, TCN, and Singlecomm. The ideal candidate brings robust expertise in SIP/VoIP engineering, contact center telephony, and platform administration. You will serve as the primary escalation point for complex telecom issues, ensure platform health and compliance, and support strategic telephony initiatives across Fusion CX s global operations.
Key Responsibilities
Platform Administration Operations
- Own day-to-day administration, configuration, and health monitoring of Genesys Cloud CX, Nextiva, TCN, VICI dial (VICI), and Singlecomm platforms.
- Manage inbound/outbound campaign setup, IVR/ACD flow design, call routing changes, queue management, and trunk provisioning.
- Maintain SIP trunk configurations, DID/DDI inventory, carrier interconnects, and failover routing across all platforms.
- Administer PBX systems,



including extensions, dial plans, hunt groups, call recording, and voicemail.
- Perform WebRTC troubleshooting, including signalling trace analysis, DTLS-SRTP issues, and NAT traversal problems.
L2+ Escalation Incident Management
- Serve as the primary escalation engineer (L2/L3) for all telecom-related incidents, ensuring SLA adherence and RCA delivery.
- Triage and resolve issues related to call drops, audio quality (MOS score), jitter, latency, packet loss, and codec mismatches.
- Coordinate with external carriers, SIP providers, and platform vendors (Genesys, Nextiva, TCN) for fault resolution and circuit management.
- Maintain incident logs, problem tickets, and change records in the ITSM tool (ServiceNow / Jira).
Compliance Security
- Lead PCI DSS compliance implementation on CCaaS platforms configure and validate Secure Pause/recording suppression, DTMF masking, and agent-side call controls.

📌 Telecom Engineer (Kolkata)
🏢 Fusion CX
📍 Kolkata