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 strong 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.
- Ensure call recording configurations meet regulatory and client-mandated requirements, including consent, retention, and encryption.
- Support internal and external compliance audits; prepare evidence packages for telecom-related controls.
- Implement and enforce Role-Based Access Controls (RBAC) across all telephony platforms.

Project Delivery Migrations

- Lead or contribute to telephony migration projects (e.g.,



legacy PBX to Genesys Cloud CX, carrier transitions, new site bring-ups).
- Develop migration checklists, cutover plans, rollback procedures, and UAT scripts for telecom projects.
- Collaborate with cross-functional teams (IT Infrastructure, InfoSec, Operations, WFM) on CCaaS deployment and change initiatives.
- Evaluate new platforms and integration patterns (SMS, WebRTC, CRM CTI connectors) and present recommendations to IT leadership.

Monitoring, Reporting Documentation

- Build and maintain real-time dashboards for platform health KPIs: call completion rates, ASR, ACD, trunk utilisation, and error rates.
- Produce regular operational reports and present findings to IT management.
- Maintain detailed technical documentation: network diagrams, SIP trunk inventories, call flow maps, runbooks, and change logs.
- Define and track SLAs/OLAs for telecom services in coordination with the IT leadership team.

Job Requirements

Education

- E. / B.Tech / MCA or equivalent qualification in Information Technology, Electronics, Telecommunications, Computer Science, or related disciplines.

Experience

- Minimum 5+ years of experience supporting telecom, VoIP, contact center, or CCaaS environments.
- Experience working within BPO, contact center, customer experience, or large-scale enterprise environments preferred.

Platforms Contact Center Technologies

- Strong hands-on administration experience with Genesys Cloud CX, including campaigns, queues, Architect/IVR flows, scripts, SIP trunks, user administration, role management, reporting, and API integrations.
- Experience administering VICIdial (VICI), including campaign management, AMI integrations, dial ratio optimization, agent scripting, and reporting.
- Experience managing Nextiva environments, including multi-site administration, call flow configuration, hunt groups, DID management, and number provisioning.
- Experience supporting TCN outbound dialing platforms, including campaign setup, suppression list management,



and reporting.
- Experience administering Singlecomm environments, including SIP trunk provisioning, portal administration, and DID management.

Technical Skills

- Advanced SIP / VoIP engineering knowledge, including SIP message flows (INVITE, BYE, OPTIONS, REGISTER), call routing logic, SIP trunking, and codec negotiation.
- Experience supporting codecs including G.711, G.729, and Opus.
- Strong WebRTC troubleshooting expertise, including STUN, TURN, ICE, DTLS-SRTP, browser-based voice technologies, and signaling analysis.
- Experience administering PBX systems such as FreePBX, Asterisk, or equivalent environments.
- Solid networking fundamentals, including TCP/IP, VLANs, QoS, RTP, firewall rules, SIP routing, and voice network troubleshooting.
- Experience supporting call recording platforms, PCI Secure Pause, and compliance-focused telecom controls.
- Experience using PowerShell, Python, Bash, or similar technologies for automation and operational support.
- Experience working with ServiceNow, Jira, or equivalent ITSM platforms.

Soft Skills

- Strong verbal and written English communication skills.
- Excellent analytical and troubleshooting capabilities.
- Ability to perform effectively during critical incidents and high-pressure situations.
- Strong ownership mindset with proactive problem-solving abilities.
- Ability to document complex technical processes for both technical and business stakeholders.

Preferred Qualifications

- Genesys Cloud CX Developer Certification or Architect Certification.
- Cisco CCNA, CCNP Voice, or equivalent networking certifications.
- ITIL v4 Foundation Certification.
- Experience with Telnyx, Twilio, or other CPaaS platforms supporting SMS and Voice API integrations.
- Experience integrating CCaaS environments with CRM platforms, including Salesforce, Zoho CRM, and HubSpot.
- Familiarity with workforce management platforms, including NICE WFM, Verint, and Calabrio.
- Previous experience supporting telecom infrastructure within a BPO, contact center, or customer experience technology environment.

Disclaimer: This has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.

📌 Telecom Engineer (Kolkata)
🏢 Fusion CX
📍 Kolkata