Experience: 25 Years

Job Purpose

We are looking for a hands-on Technical Operations professional to support IVR, Voice, AI, API integrations, databases and communication platforms. The candidate should be able to troubleshoot day-to-day technical issues, work with AI-based voice solutions, coordinate with development and telecom teams, and support production operations.

Key Responsibilities

1. IVR & Voice Core Responsibility

- Work with IVR and Voice Broadcasting platforms.
- Basic hands-on understanding of FreeSWITCH / Asterisk.
- Understand SIP, RTP, SIP Trunks, gateways and basic voice call flow.
- Monitor outbound calls, concurrent calls, CPS, call failures and call quality.
- Troubleshoot common issues related to:
- Call connectivity
- Voice delay
- Audio cutting / one-way audio
- DTMF
- SIP registration
- RTP/audio flow
- Coordinate with telecom/SIP providers for connectivity and call-related issues.
- Support large-scale outbound calling and IVR campaigns.

2. AI & Voice AI Core Responsibility

- Support integration of AI-based Voice/IVR solutions.
- Work with AI voice agents for automated conversations and interactive calling.
- Integrate Speech-to-Text (STT), Text-to-Speech (TTS) and AI APIs with IVR/Voice platforms.
- Work with AI platforms and APIs such as OpenAI, ElevenLabs or similar services.
- Support AI-powered conversational IVR and automated call workflows.
- Test AI voice quality, response accuracy, latency and call flow.
- Configure and test AI prompts, questions and conversation flows.
- Analyse AI call conversations and identify incorrect responses or workflow issues.
- Support AI-based call classification, response analysis and data extraction.
- Coordinate with developers to troubleshoot AI API, audio streaming and integration issues.
- Understand basic concepts of LLM, conversational AI, STT, TTS and prompt-based workflows.

3.



API & Integrations – Core Responsibility

- Understand and troubleshoot REST APIs, Webhooks and API integrations.
- Work with third-party Voice, SMS, WhatsApp and AI APIs.
- Test APIs using tools such as Postman.
- Understand API requests, responses, authentication and error handling.
- Troubleshoot issues between applications, APIs and external service providers.
- Coordinate with developers for API-related issues and enhancements.
- Support integrations between IVR platforms, AI services, databases and external systems.

4. Communication Platforms

- Support Voice, SMS and WhatsApp platforms.
- Understand basic WhatsApp/WABA and messaging API workflows.
- Troubleshoot campaign, delivery and integration-related issues.
- Support configuration and testing of communication services.

5. Database & Data Support

- Basic to intermediate knowledge of MySQL / MariaDB / PostgreSQL.
- Write SQL queries for data extraction and troubleshooting.
- Understand tables, joins, filters and aggregations.
- Perform basic database troubleshooting and data validation.
- Handle CSV/Excel data imports and exports.
- Support IVR, AI call data and campaign reporting.

6. Basic AWS & Linux Support

- Basic working knowledge of AWS EC2, S3 and RDS.
- Basic Linux server knowledge.
- Able to check CPU, RAM, disk space and application status.
- Understand basic Linux commands and log checking.
- Basic knowledge of Apache and application services.
- Coordinate with senior technical resources for advanced infrastructure issues.

7.



Application & Production Support

- Monitor applications and identify production issues.
- Check application logs and identify basic errors.
- Perform initial troubleshooting before escalation.
- Coordinate with developers, database teams, telecom providers and AI/API vendors.
- Support testing and production releases.
- Maintain technical documentation and troubleshooting procedures.

Required Skills

- IVR / Voice / Telephony understanding
- FreeSWITCH or Asterisk – basic hands-on experience
- SIP / RTP / SIP Trunk fundamentals
- REST APIs & Webhooks
- API testing using Postman
- Basic AI / Voice AI understanding
- STT / TTS concepts
- MySQL / MariaDB / PostgreSQL
- Basic Linux
- Basic AWS
- Valuable troubleshooting and analytical skills

Good to Have:

- OpenAI / ElevenLabs or similar AI API experience
- AI voice agent experience
- SMS / WhatsApp / WABA integrations
- Node.js or PHP application understanding
- Python scripting
- Power BI
- Experience with telecom/voice service providers

Communication Skills

- English – Good communication skills
- Hindi – Preferred
- Telugu – Added advantage

Ideal Candidate

- The candidate should be a hands-on technical problem solver who is comfortable working across Voice, IVR, AI, APIs, databases and applications.
- They should be able to understand the complete workflow:

IVR Voice/SIP AI/STT/TTS API Application Database Analytics/Reports. and identify where an issue is occurring before coordinating with the relevant technical team.

Experience

- 2–5 years of relevant experience in Technical Support, Application Support, IVR/Voice, API Integration, Telecom, AI/Voice AI or similar technical operations roles.
- Candidates with practical experience in IVR/Voice + API + AI integrations will be given preference.

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