Position Description

Telephony Tech Lead – SoftPhony / Workplace & Collaboration

Company Profile

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed.

We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries.

Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us.

Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development.

Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

Job Title: Tech Lead

Position: Telephony Tech Lead – SoftPhony / Workplace & Collaboration

Experience: 5+ Years

Category: IT Infrastructure

Main location: Bangalore/Chennai

Position ID: J0726-0895

Employment Type: Full Time

Key interfaces

- L1 / L2 Support (Onshore & Offshore)
- L3 Workplace / Infrastructure / Security teams
- IT Projects / Build / Transformation teams
- Change, Release & CAB
- Telephony vendors and partners

Job Summary: The role requires strong, hands on expertise in enterprise grade Telephony and SoftPhony architectures, beyond basic administration.

The expert is expected to master end to end voice services, from infrastructure to user experience, in a large scale, international Workplace environment.

Key Responsibilities

- Enterprise Telephony Architecture




- Strong understanding of end to end Enterprise Voice architectures

PSTN providers

SBCs

SoftPhony platforms

Microsoft Teams

- Clear understanding of dependencies with:

Network

Identity

Security

Client environments

- SIP & SBC Expertise
- Solid expertise in SIP protocol, call signaling, and RTP media flows

Configure and maintain Session Border Controllers (SBC) Troubleshoot complex signaling and media issues

Manage high availability and resilient designs

- Strong awareness of security topics:

TLS / SRTP

Certificates

SBC hardening principles

- Microsoft Teams Phone – Advanced Level
- Expert level knowledge of Microsoft Teams Telephony

Teams Phone direct routing Integration with SBCs and third party telephony platforms

Voice routing, policies, number management

- Understanding of hybrid and international telephony scenarios
- SoftPhony & Contact Center Platforms
- Strong experience integrating SoftPhony / Contact Center platforms such as:

Genesys

Odigo

NTT

Cisco

AWS Connect

- Understanding of:

Call queues

IVR

Agent routing models

High availability and service continuity
- Run, Troubleshooting & Production Support
- Ability to operate as N3 production expert
- Advanced troubleshooting skills:

Audio quality issues

Call drops

One way audio

Registration and routing failures

- Ability to analyze logs, traces, and vendor tooling
- Comfortable working under production pressure and crisis situations
- Network & Security Awareness
- Good understanding of network concepts impacting voice services:

QoS

Latency

Jitter

Packet loss

- Awareness of security and identity dependencies:

Active Directory / Entra ID

Certificate management

Secure authentication flows

- Automation & Documentation
- Ability to use PowerShell for:

Administrative automation

Operational tasks

- Reporting
- Strong focus on:

Documentation quality

Runbooks

Architecture diagrams

Functional Skills

- Ability to operate in a global, multi entity environment




- Positive understanding of Run / Build / Project organizations
- Strong familiarity with ITIL processes
- Experience working with onshore and offshore teams

Posture & Soft Skills
- Senior N3 expert posture, recognized and credible
- High level of autonomy and ownership
- Strong analytical and problem solving skills
- Structured, rigorous, service oriented mindset
- Excellent collaboration skills in remote/offshore contexts
- Ability to challenge decisions constructively

Target Profile
- Bachelor's to Master's degree in IT or equivalent experience
- 5 to 8+ years of experience in Enterprise Telephony / SoftPhony
- Strong experience in Microsoft Workplace environments
- International exposure is a strong plus
- Professional English mandatory (written and spoken)

This is a senior Telephony / SoftPhony expert role, accountable for service stability, evolution, and quality at a global Workplace scale. Your future duties and responsibilities

Required Qualifications To Be Successful In This Role Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Telephony Tech Lead – SoftPhony / Workplace & Collaboration (Bengaluru)
🏢 CGI
📍 Bengaluru