Associate Tech Solutionist - Contact Centre

Job Purpose
VoIP Engineer (Asterisk Kamailio) - 5-7 Years ExperienceDuties and Responsibilities
A-Minimum required Accountabilities for this role

VoIP Infrastructure Design & Maintenance:
oConfigure deploy and maintain FreeSWITCH and Kamailio-based systems.
oUnderstanding of VoIP architectures to support business needs.
oImplement call routing DID management and trunk configurations.
SIP & Call Routing:
oDevelop and manage SIP-based call routing for internal and external communication.
oTroubleshoot SIP signaling issues using tools like Wireshark or sngrep.
oOptimize routing rules for least-cost routing (LCR) and high availability.
Monitoring & Performance Optimization:
oMonitor VoIP systems for performance security and uptime.
oConduct capacity planning and optimize system resources.
oImplement call quality monitoring tools (e.g. RTCP QoS metrics).
Collaboration & Support:
oWork with cross-functional teams to integrate VoIP systems with CRM and other platforms.
oProvide Level 2/3 support for VoIP-related issues.
oTrain team members on VoIP best practices and system usage.


B-Additional Accountabilities pertaining to the role
Security & Compliance:
oEnsure VoIP security measures to prevent fraud and mitigate risks.
oEnsure compliance with industry standards and regulations (e.g. GDPR HIPAA).
oConfigure firewalls and SBCs for secure SIP trunking.
Database & Messaging Integration:
oIntegrate VoIP systems with databases like MongoDB and PostgreSQL.
oLeverage Redis for caching and RabbitMQ for messaging queues.
oEnsure efficient data storage and retrieval mechanisms to support VoIP services.
Programming & Scripting:
oDevelop custom VoIP features and modules using languages like Golang Lua Python C and C.
oAutomate repetitive tasks and processes through scripting.
oUnderstanding of WebRTC solutions for real-time communication.Key Decisions / Dimensions
Soft Skills:
oStrong analytical and problem-solving skills.
oExcellent communication and documentation abilities.
oAbility to work collaboratively in a team environmentMajor Challenges
VoIP Expertise:
oStrong hands-on experience with FreeSWITCH and Kamailio.
oIn-depth knowledge of SIP protocols RTP and VoIP troubleshooting.
oFamiliarity with codecs like G.711 G.729 Opus etc.
Networking Proficiency:
oSolid understanding of networking concepts such as NAT RTP and STUN/TURN.
oExperience with firewall configurations and SBCs.
Development Skills:
oProficiency in programming languages like Golang Lua Python C and C.
oExperience with WebRTC for real-time communication.
oFamiliarity with database systems like MongoDB and PostgreSQL.
oExperience with Redis for caching and RabbitMQ for asynchronous messaging.
Tools & Platforms:
oFamiliarity with monitoring tools like Homer Grafana or Nagios.
oHands-on experience with cloud platforms like AWS Azure or Google Cloud.
oProficiency in containerization tools like Docker and orchestration with Kubernetes.Required Qualifications and Experience
a)Qualifications
Graduates with relevant voip experience of 4-5 Years Experience
b)Work Experience
VoIP Infrastructure Design & Maintenance:
oConfigure deploy and maintain FreeSWITCH and Kamailio-based systems.
oDesign scalable and reliable VoIP architectures to support business needs.
oImplement call routing DID management and trunk configurations.
SIP & Call Routing:
oDevelop and manage SIP-based call routing for internal and external communication.
oTroubleshoot SIP signaling issues using tools like Wireshark or sngrep.
oOptimize routing rules for least-cost routing (LCR) and high availability.
Monitoring & Performance Optimization:
oMonitor VoIP systems for performance security and uptime.
oConduct capacity planning and optimize system resources.
oImplement call quality monitoring tools (e.g. RTCP QoS metrics).
Collaboration & Support:
oWork with cross-functional teams to integrate VoIP systems with CRM and other platforms.
oProvide Level 2/3 support for VoIP-related issues.
oTrain team members on VoIP best practices and system usage.
Security & Compliance:
oImplement VoIP security measures to prevent fraud and mitigate risks.
oEnsure compliance with industry standards and regulations (e.g. GDPR HIPAA).
oConfigure firewalls and SBCs for secure SIP trunking.

Required Experience:

IC