Sr Subject Matter Expert (Support&Ops)

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · IT-support

I korthet

As a Sr Subject Matter Expert (Support&Ops) in Bengaluru, India, you will leverage your deep expertise in enterprise-grade Telephony and SoftPhony architectures, including Microsoft Teams Phone direct routing and integration with platforms like Genesys and Cisco. Your role will involve advanced troubleshooting, production support, and automation using PowerShell, in a global, multi-entity environment.

Ansvarsområden

Analyze and design call flows across PSTN providers, SBCs, SoftPhony platforms, and Microsoft Teams.
Configure, maintain, and troubleshoot Session Border Controllers (SBCs), including SIP protocol, call signaling, and RTP media flows.
Leverage expert-level knowledge of Microsoft Teams Telephony, including direct routing and integration with third-party platforms.
Integrate SoftPhony / Contact Center platforms such as Genesys, Odigo, NTT, Cisco, and AWS Connect.
Operate as an N3 production expert, performing advanced troubleshooting for audio quality, call drops, and registration failures.
Analyze logs, traces, and vendor tooling, and work under production pressure.
Utilize PowerShell for administrative automation, operational tasks, and reporting.
Maintain high-quality documentation, runbooks, and architecture diagrams.

Krav

Strong, hands-on expertise in enterprise-grade Telephony and SoftPhony architectures.
Mastery of end-to-end voice services from infrastructure to user experience.
Strong understanding of end-to-end Enterprise Voice architectures and dependencies with Network, Identity, Security, and Client environments.
Solid expertise in SIP protocol, call signaling, and RTP media flows.
Ability to configure and maintain Session Border Controllers (SBCs).
Strong awareness of security topics like TLS/SRTP, Certificates, and SBC hardening principles.
Expert-level knowledge of Microsoft Teams Telephony, including Teams Phone direct routing and integration with SBCs and third-party telephony platforms.
Strong experience integrating SoftPhony / Contact Center platforms (Genesys, Odigo, NTT, Cisco, AWS Connect).
Ability to operate as N3 production expert with advanced troubleshooting skills.
Good understanding of network concepts impacting voice services (QoS, Latency, Jitter, Packet loss).
Awareness of security and identity dependencies (Active Directory/Entra ID, Certificate management, Secure authentication flows).
Ability to use PowerShell for administrative automation, operational tasks, and reporting.
Bachelor’s to Master’s degree in IT or equivalent experience.
5 to 8+ years of experience in Enterprise Telephony / SoftPhony.
Strong experience in Microsoft Workplace environments.
Professional English mandatory (written and spoken).

Önskade kvalifikationer

International exposure is a strong plus.
Good understanding of Run / Build / Project organizations.
Strong familiarity with ITIL processes.
Experience working with onshore and offshore teams.
Senior N3 expert posture, recognized and credible.
High level of autonomy and ownership.
Strong analytical and problem-solving skills.
Structured, rigorous, service-oriented mindset.
Excellent collaboration skills in remote/offshore contexts.
Ability to challenge decisions constructively.

Förmåner

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Färdigheter

TelephonySoftPhonyPSTNSBCMicrosoft TeamsSIPTLSSRTPCertificatesGenesysOdigoNTTCiscoAWS ConnectIVRQoSPowerShellActive DirectoryEntra IDITIL

#Telephony#SoftPhony#Microsoft Teams#SBC#SIP#Genesys#Odigo#NTT#Cisco#AWS Connect#PowerShell#ITIL#Troubleshooting#Architecture

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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