Job Description
Job Description: Senior VOICE Engineer
Position Overview
We are seeking an experienced Senior Telephony Systems Engineer to join our engineering team. This role requires a technical expert with deep knowledge in designing, testing, and implementing comprehensive telephony solutions. The successful candidate will be responsible for architecting and managing complex communication systems that support our enterprise operations and customer experience initiatives.
Key Responsibilities
Design & Architecture
• Design end-to-end telephony solutions including IVR systems, call center infrastructure, and workforce management platforms
• Develop technical specifications and system architecture documentation
• Create network topology designs for telephony system integration
• Perform capacity planning and scalability assessments for telephony infrastructure
Implementation & Testing
• Lead implementation of telephony solutions from concept to production deployment
• Conduct comprehensive system testing including functional, performance, and integration testing
• Configure and optimize IVR call flows and routing strategies
• Implement failover and disaster recovery procedures for telephony systems
Platform Management
• Configure and maintain Genesys Cloud and Genesys On-Premises environments
• Design and implement CISCO Contact Centre solutions
• Integrate workforce management systems with telephony platforms
• Manage NICE recording and analytics solutions
Network Integration
• Design and implement network infrastructure to support telephony systems
• Configure routers, switches, and network security components for telephony traffic
• Implement QoS policies and network optimization for voice communications
• Troubleshoot network-related telephony issues and performance bottlenecks
Required Qualifications
Technical Expertise
• 4+ years of hands-on experience in telephony system design and implementation
• Expert-level proficiency in:
• Genesys Cloud platform configuration and administration
• Genesys On-Premises (PureEngage/PureConnect) deployment and management
• CISCO Contact Centre Enterprise (CCE) or CISCO Contact Centre Express (CCX)
• Advanced knowledge of:
• IVR design and call flow development
• Workforce Management systems and optimization
• NICE recording, analytics, and quality management solutions
• SIP, RTP, and other VoIP protocols
Network & Infrastructure
• Deep understanding of network design principles for telephony systems
• Proficient experience with:
• Router and switch configuration (Cisco, Juniper, or equivalent)
• Network security implementation for voice traffic
• QoS configuration and traffic prioritization
• MPLS, VPN, and WAN technologies
Additional Technical Skills
• Experience with workforce management platforms (Verint, NICE WFM, Genesys WFM)
• Knowledge of contact center analytics and reporting tools
• Familiarity with database systems (SQL Server, Oracle) for telephony applications
• Understanding of cloud telephony solutions and hybrid deployments
• Experience with API integrations and web services
Preferred Qualifications
• Bachelor's degree in Telecommunications, Computer Science, Electrical Engineering, or related field
• Industry certifications such as:
• Genesys Certified Professional (GCP)
• CISCO Contact Centre certifications
• NICE certifications
• Network certifications (CCNA, CCNP, or equivalent)
• Experience with Agile/DevOps methodologies
• Knowledge of programming/scripting languages (Python, PowerShell, JavaScript)
• Previous experience in large-scale enterprise telephony deployments
Position Overview
We are seeking an experienced Senior Telephony Systems Engineer to join our engineering team. This role requires a technical expert with deep knowledge in designing, testing, and implementing comprehensive telephony solutions. The successful candidate will be responsible for architecting and managing complex communication systems that support our enterprise operations and customer experience initiatives.
Key Responsibilities
Design & Architecture
• Design end-to-end telephony solutions including IVR systems, call center infrastructure, and workforce management platforms
• Develop technical specifications and system architecture documentation
• Create network topology designs for telephony system integration
• Perform capacity planning and scalability assessments for telephony infrastructure
Implementation & Testing
• Lead implementation of telephony solutions from concept to production deployment
• Conduct comprehensive system testing including functional, performance, and integration testing
• Configure and optimize IVR call flows and routing strategies
• Implement failover and disaster recovery procedures for telephony systems
Platform Management
• Configure and maintain Genesys Cloud and Genesys On-Premises environments
• Design and implement CISCO Contact Centre solutions
• Integrate workforce management systems with telephony platforms
• Manage NICE recording and analytics solutions
Network Integration
• Design and implement network infrastructure to support telephony systems
• Configure routers, switches, and network security components for telephony traffic
• Implement QoS policies and network optimization for voice communications
• Troubleshoot network-related telephony issues and performance bottlenecks
Required Qualifications
Technical Expertise
• 4+ years of hands-on experience in telephony system design and implementation
• Expert-level proficiency in:
• Genesys Cloud platform configuration and administration
• Genesys On-Premises (PureEngage/PureConnect) deployment and management
• CISCO Contact Centre Enterprise (CCE) or CISCO Contact Centre Express (CCX)
• Advanced knowledge of:
• IVR design and call flow development
• Workforce Management systems and optimization
• NICE recording, analytics, and quality management solutions
• SIP, RTP, and other VoIP protocols
Network & Infrastructure
• Deep understanding of network design principles for telephony systems
• Proficient experience with:
• Router and switch configuration (Cisco, Juniper, or equivalent)
• Network security implementation for voice traffic
• QoS configuration and traffic prioritization
• MPLS, VPN, and WAN technologies
Additional Technical Skills
• Experience with workforce management platforms (Verint, NICE WFM, Genesys WFM)
• Knowledge of contact center analytics and reporting tools
• Familiarity with database systems (SQL Server, Oracle) for telephony applications
• Understanding of cloud telephony solutions and hybrid deployments
• Experience with API integrations and web services
Preferred Qualifications
• Bachelor's degree in Telecommunications, Computer Science, Electrical Engineering, or related field
• Industry certifications such as:
• Genesys Certified Professional (GCP)
• CISCO Contact Centre certifications
• NICE certifications
• Network certifications (CCNA, CCNP, or equivalent)
• Experience with Agile/DevOps methodologies
• Knowledge of programming/scripting languages (Python, PowerShell, JavaScript)
• Previous experience in large-scale enterprise telephony deployments
💡 Quick Summary
Seeking a career-building opportunity? The Senior Voice Engineer position is now open for candidates interested in the Bank Jobs sector. This role in Kolkata offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.