• Perform configuration and maintenance of PBX Systems. Including installation and configuration of softphones, managing User Accounts, Creation/Deletion of Queues/Flows, DIDs/TFNs, Extensions, Voicemails etc.
• Carry out Flows/IVRs and Call Routing design and implementation.
• Monitor network performance.
• Troubleshoot Network Infrastructure issues.
• Provide technical support to end users, resolving hardware and software issues efficiently.
• Diagnose problems, implement solutions, and escalate as necessary.
• Maintain documentation of common problems and solutions.
• Maintain service level agreements (SLA).
• Handle routine system maintenance (network/software/PBX)
• Participate in backup testing, business continuity, and recovery drills.
• Log ticket issues and document relevant information to come up with a resolution.
• Work with Security and Compliance to ensure IT infrastructure compliance with organizational policies, procedures, and industry standards.
• Collaborate with other teams – Corporate Connectivity, Managed Services, Engineering, Security, and Compliance
• Help identify opportunities for process improvement, recommendations, upgrades, or new technologies
• Able to stay current with industry trends and best practices to enhance operational efficiency

Requirements

• IT / Computer Science-related degree or certification.
• Knowledge in SIP, RTP and WebRTC, including voice codecs to optimize audio quality.
• Knowledge in Zoom Phone and Zoom Contact Center, Mitel, Vanilla Asterisk and other Asterisk based PBX Systems.
• Proficient in configuring, Flows, Routing, Integrations etc. This includes scripting and APIs.
• Knowledge of SBC, MBG, and firewalls to secure voice networks, with a strong understanding of LAN/WAN routing and VLANs.
• Knowledge in Mikrotik, Tailscale and Netskope is a plus.
• Able to use Wireshark or other network packet tracer to diagnose call drops and SIP messages.
• Strong problem-solving and analytical abilities.
• Communication skills (technical and non-technical audiences).
• Time management and ability to prioritize tasks.
• Team collaboration and customer service orientation.
• Adaptability and willingness to learn new technologies.
• Attention to detail and documentation practices