About Position:

We are looking for an experienced Telephony UCaaS Administrator with solid expertise in Amazon Connect and Microsoft Teams Phone services to support enterprise voice, unified communications, and contact center platforms. The ideal candidate will be responsible for the administration, optimization, governance, and operational support of cloud-based telephony and contact center environments.

Role: Telephony UCaaS Administrator
Location: Pune
Experience: 5 to 8 Years
Job Type: Full Time Employment

What You'll Do:

Administer Amazon Connect instances, users, security profiles, routing profiles, queues, contact flows, phone numbers, prompts, hours of operation, and platform configurations.
Build, modify, test, and maintain Amazon Connect contact flows for IVR, intelligent routing, transfers, callbacks, after-hours support, and escalation scenarios.
Manage Microsoft Teams Phone services using Teams Admin Center and PowerShell.
Configure and support users, calling policies, dial plans, voice routing policies, call queues, auto attendants, resource accounts,



and telephone numbers.
Support Direct Routing, Operator Connect, and Microsoft Calling Plan deployments in collaboration with network, carrier, security, and Microsoft 365 teams.
Coordinate end-to-end number porting activities, including carrier engagement, LOA validation, inventory management, cutover planning, and post-port verification.
Troubleshoot call routing, IVR functionality, voice quality issues, PSTN connectivity problems, Teams calling incidents, and platform integration challenges.
Monitor service health and performance using Amazon Connect Metrics, CloudWatch, Teams Call Analytics, Call Quality Dashboard (CQD), and PSTN reporting tools.
Perform telephony cost optimization through license utilization reviews, carrier invoice validations, number inventory analysis, and service rationalization.
Manage incidents, service requests, change activities, root cause investigations, and vendor esc

📌 Telephony UCaaS Administrator (Pune)
🏢 Persistent Systems
📍 Pune