Senior Tech Specialist - Contact Center

About the role

Capability to manage and support cloud-hosted Linux-based telephony and dialer platforms used in Contact Center operations. Responsible for ensuring high availability, performance monitoring, and troubleshooting of VoIP-based dialing systems such as Asterisk, Freeswitch, or similar platforms while supporting business-critical outbound and inbound calling operations.

What you'll do

• Provide L1 / L2 / L3 production support for cloud-hosted Linux-based telephony and dialer platforms such as Asterisk, VICIdial, Freeswitch, FreePBX or similar systems
• Troubleshoot SIP/RTP call flows, agent connectivity issues, call drops, one-way audio, IVR failures, trunk registration issues, and dial plan anomalies
• Perform detailed troubleshooting using system logs, SIP traces, packet captures (pcap), Asterisk logs, systemd/journalctl, and fail2ban logs
• Manage user, campaign, queue, and agent configurations within dialer platforms
• Optimize dialer operations including predictive/progressive dialing pacing, lead recycling, and campaign management

What you need

• 3–6 yrs of experience
• Linux
• CRM
• Firewalls
• SOP writing
• Root cause analysis
• Telecom
• B.Tech or B.E.