Senior Telecommunication Engineer

Sofia full-time

About us

ResultsCX is a recognized leader in the customer experience industry, partnering with more than 500 global companies to deliver exceptional service and measurable business impact. For over three decades, we’ve helped world‑class brands unlock the full value of outstanding customer journeys—whether through strategic CX design or digitally enhanced engagement solutions.

The Senior Telecom solution Engineer will work on multiple ACD supporting 20+ globally located contact centers for production agents and admin users. Will be part of the IT Telecommunication Engineering team to work on telecom solution architecture and new implementation. This also involves maintaining and monitoring current system, design and support several call flows for multiple clients, support business needs to service inbound and outbound agent and multi channel integration. Manage and support company’s need of reporting tools for contact center solutions in a diverse multi-client environment.

Responsibilities

Essential Job Duties and Responsibilities:

Monitor, maintain, and optimize voice infrastructure performance, capacity, and availability.
Design and implement scalable voice solutions and strategic plans to meet evolving business needs.
Design and support CCaaS cloud solutions for cloud-based call routing and analytics.
Provide expert support for telecom operations including phone setup, voicemail, and IVR maintenance.
Provide on-call and after-hours support as needed for critical telecom services.
Integrate voice systems with third-party vendors and external ACD platforms.
Troubleshoot telecom and telco issues; perform root cause analysis and drive remediation.
Meet with stakeholders to set up new LOBs or modify existing ones.
Produce reports for business teams on project statuses, challenges, and risk factors.
Ensure compliance with telecom policies and support audit and documentation needs.
Serve as a cross-platform technical subject matter expert to facilitate integration of voice systems with business applications.
Establish criteria and perform technology evaluations, including lab analysis and proof of concepts.

Requirements and necessary skills

Position Requirements:

Minimum of 15 years direct experience with IT and telecom.
Minimum 10 years of work with Avaya related components.
Minimum 3 years experience with inContact or other cloud contact center platform.
Direct hands on experience with:
o Avaya Communication Manager 8.0 or higher
o CMS servers , SBC and Session managers.
o Avaya AES, AMS, media Gateways G650, G450 and Avaya media servers AMS
o Avaya servers upgrades.
o Avaya ASBCE and Assertion Security setup.
Ability to multitask and assign priority to tasks.
Excellent interpersonal skills.
Excellent communication (Both written and verbal) skills.
Expertise in troubleshooting, performance tuning, and problem resolution.
Experience with monitoring Avaya alerts.
Strong documentation, communication skills, and ability to train others.
Fluent in English , Urdu and Hindi.

Required certification

Must have the following certification:

ACE - Avaya certified expert
ACS - Avaya Certified Specialist
Cisco Certified Internetwork Expert (CCIE )
Cisco Certified Voice Professional (CCVP)
Cisco Certified Network Associate Voice (CCNA Voice)
Cisco Certified Network Associate (CCNA)
PG CS Cyber Security Certification.

Preferred Experience:

Bachelor’s degree or equivalent engineering degree.
Experience with:

o Avaya Experience Portal and Orchestrator Designer.

o Add remove IVR Application using Eclipse.

o Linux.

o Avaya Aura Conferencing server.

o Oracle SBCs 3900 and 3950.

o Outbound dialers and dialogic boards.

o Avaya system manager and Session manager.

o Altitude scripting.

Only shortlisted candidates will be contacted.

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