TECHNO FUNCTIONAL CONSULTANT L1(CONTRACT)

Location :- Hyderabad / chennai

Rate :- 170K/M

Exp :- 8+ yrs

70% Contact Centre/Telephony Engineer + 20% Linux/Automation Engineer + 10% Technical Business Analyst/Stakeholder Support role.

• Strong Genesys/Cisco/NICE contact center experience
• Good understanding of SIP/VoIP networking
• Hands-on Linux administration skills
• Basic to intermediate Python automation skills
• Experience handling production incidents and escalations
• Ability to support a 24x7 global contact center environment
• Exposure to contact center modernization or migration programs

 

1. ROLE SUMMARY

The Client operates an internal contact center platform supporting its own helpdesk and employee support organizations. The helpdesk runs continuously and the platform serves users worldwide.

The Client is seeking a contracted Contact Center Systems Engineer to support and maintain the incumbent commercial platform while contributing to the implementation of a successor platform built on open-source telephony components. The resource joins a small distributed engineering group and coordinates with Client engineers in other regions.

 

2. SCOPE OF WORK

2.1 Stakeholder and operational support

• Act as a technical point of contact for Client support stakeholders — primarily operational leads, team leads, helpdesk leadership, and training staff — in any region, for requests arising during the coverage window
• Coordinate with Client cross-functional channel teams across voice, chat, task, and email, whose members may be located in any region regardless of meeting time zone
• Attend recurring and ad hoc meetings scheduled within Pacific business hours, recognizing that other participants may be joining from outside AMR
• Gather workflow and usability feedback from operational leads and submit improvement recommendations for Client prioritization
• Provide technical input, constraints, and requirements into Client-led design and architecture discussions
• Support onsite technical needs at the Elk Grove site where physical presence or site-specific knowledge is required

2.2 Platform configuration and maintenance — incumbent platform

• Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels, per approved change requests
• Troubleshoot issues spanning voice, network, and application layers
• Diagnose and remediate voice quality issues including latency, jitter, packet loss, and codec faults
• Support number provisioning, porting, and regional routing configuration in coordination with Client-managed carrier relationships
• Resolve assigned incidents and defects within the Client's ticketing and defect-tracking systems

2.3 Successor platform implementation support

• Provide configuration and implementation support for a next-generation platform based on open-source telephony components (e.g. FreeSWITCH, Kamailio) integrated with Client-developed services
• Analyze existing routing logic and produce mapping documentation for the target architecture
• Build and validate configurations in Linux-based environments
• Execute feature-parity testing between platforms and report results ahead of approved cutover
• Author runbooks and configuration documentation for Client retention

2.4 Incident response — global

• Serve as first-line technical responder for platform incidents arising during the scheduled shift, in any region the platform serves
• Respond to in-shift questions and escalations from operational leads in any region, including regions whose local business hours fall outside the coverage window
• Triage, diagnose, and where within scope resolve incidents; otherwise escalate per §4
• Accept handover of in-flight incidents at start of shift and hand over open incidents at end of shift
• Record timeline, actions, and root-cause findings in the Client's incident system
• Contribute to post-incident reviews and implement approved preventative controls

2.5 Automation and quality

• Review automation code and test coverage in coordination with the Client's automation engineer
• Identify recurring manual operational tasks and propose automation candidates
• Execute QA testing for features, upgrades, and integrations ahead of production release

2.6 Requirements and release support

• Serve as technical liaison between Client support organizations and Client development teams for assigned tools
• Translate stated business needs into documented technical requirements for Client review
• Support UAT execution and cutover readiness verification

3. REQUIRED QUALIFICATIONS

Platform and telephony

• 3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable)
• Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment
• Demonstrated experience troubleshooting call flows, routing logic, and media path issues
• Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS

Engineering

• Proficiency in Linux environments: service configuration, log analysis, command-line troubleshooting
• Proficiency in at least one scripting or programming language (Python, JavaScript, Bash, or comparable)
• Experience integrating systems via REST APIs and webhooks
• Experience with Git and standard deployment workflows

Working practices

• Demonstrated ability to triage, prioritize, and resolve production issues under time pressure
• Ability to make documented progress against incomplete requirements and raise gaps promptly
• Clear written and verbal communication, including translating technical detail for non-technical stakeholders
• Effective collaboration across time zones and functions, including structured shift handover and supporting stakeholders in regions other than the resource's own
• Sound judgment on escalation thresholds and handover quality

4. PREFERRED QUALIFICATIONS

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
• Infrastructure as Code: Terraform, Ansible, or comparable
• Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog
• SQL and relational database fundamentals
• Automated voice testing platforms (Cyara or comparable)
• Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analytics
• Familiarity with telecom regulatory requirements including call recording consent and data residency
• ITIL / ITSM framework familiarity

5. EDUCATION

Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent demonstrated practical experience.

 

 

Mandatory Skills: Contact Center .

 

Experience: 5-8 Years .

 

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