Administers the RingCentral telephony platform for DID and customer service, and coordinates conference room and AV technology support. Contact center agent-facing support is excluded from scope.

Looking for immediate joiners

Location - Hyderabad

Experience - 4+ years

Key responsibilities

- Administer the RingCentral platform: users, extensions, DID numbers, call routing, auto-attendants and call queues for customer service
- Handle platform configuration changes, number porting and provisioning requests
- Triage telephony incidents, find root causes and coordinate with RingCentral and carriers
- Monitor call quality and platform health, and report on usage and issues
- Coordinate conference room and AV technology support with site contacts and vendors
- Maintain telephony documentation, call-flow diagrams and runbooks
- Note: contact center agent-facing support (day-to-day agent desktop and queue support) is excluded from this role
- Work is done remotely; activities that need physical presence are retained by the client or a separately agreed third party,



and this role coordinates them

Required skills and experience

- Hands-on administration of RingCentral or a similar cloud telephony platform
- Understanding of VoIP, SIP, DID management and call-flow design
- Experience with contact centre / customer service call routing and queue configuration
- Troubleshooting skills for call quality and connectivity
- Vendor coordination experience

Preferred skills

- RingCentral administrator certification
- Experience coordinating AV and conference room technology
- Experience with number porting and carrier management

Qualifications and certifications

- Graduate degree or diploma (IT preferred)
- RingCentral certified administrator (preferred)
- ITIL 4 Foundation (preferred)

Success measures

- Telephony availability and incident resolution within SLA
- Request and change turnaround
- Call quality issue trend
- AV coordination issues closed on time

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