Job Overview:
We are looking for a Call Center Integration Engineer who will be responsible for designing, implementing, and maintaining telephony systems, with a focus on SIP trunking, PABX integration, and IVR setup. The ideal candidate will have a strong background in telecommunication technologies, excellent problem-solving skills, and the ability to work efficiently in a fast-paced environment.
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Responsibilities:
- SIP Trunking Implementation: Design and deploy SIP trunking solutions according to client requirements. Configure SIP trunks with various telephony equipment and platforms. Troubleshoot SIP trunking issues and optimize performance.
- PABX Integration: Integrate PABX systems with SIP trunking services and other telephony applications. Customize PABX configurations based on client needs. Ensure seamless interoperability between PABX systems and other telecommunication components.
- IVR Setup and Configuration: Develop and implement Interactive Voice Response (IVR) systems tailored to client specifications. Configure IVR menus, prompts, and call flows. Test and troubleshoot IVR setups to ensure functionality and usability.
- System Monitoring and Maintenance: Monitor telephony systems for performance, availability, and security. Conduct regular maintenance tasks, including updates and patches. Implement backup and disaster recovery strategies for telephony infrastructure.
- Technical Support and Troubleshooting: Provide technical support to clients and internal teams regarding telephony systems. Diagnose and resolve telephony-related issues in a timely manner. Document solutions and best practices for future reference.
Requirements:
- Bachelor’s degree in Telecommunications, Computer Science, or related field.
- Proven experience in telephony engineering, with a focus on SIP trunking, PABX integration, and IVR setup.
- In-depth knowledge of telephony protocols, including SIP, RTP, and RTCP.
- Hands-on experience with PABX systems such as Avaya, Cisco, or Asterisk.
- Familiarity with IVR platforms and technologies (e.g., Twilio, Genesys).
- Strong troubleshooting skills and the ability to analyze complex telephony issues.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively in a team environment.
- Certification in relevant telecommunication technologies (e.g., Cisco CCNA Voice) is a plus.
