Sr Subject Matter Expert (Support&Ops)

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

I korthet

The Sr Subject Matter Expert (Support&Ops) role requires deep expertise in enterprise Telephony and SoftPhony architectures within a large-scale, international Workplace environment. Responsibilities include designing call flows, managing SIP/SBC, advanced Microsoft Teams Phone functionalities, integrating contact center platforms, and providing N3 production support.

Ansvarsområden

Analyze and design end-to-end Enterprise Voice architectures, including PSTN, SBCs, SoftPhony platforms, and Microsoft Teams.
Configure and maintain Session Border Controllers (SBC), troubleshoot SIP protocol issues, and manage high-availability designs.
Provide expert-level knowledge for Microsoft Teams Telephony, including direct routing and integration with third-party platforms.
Integrate SoftPhony/Contact Center platforms like Genesys, Odigo, NTT, Cisco, and AWS Connect.
Operate as an N3 production expert, performing advanced troubleshooting for audio quality, call drops, and registration failures.
Utilize PowerShell for administrative automation, operational tasks, and reporting.
Develop and maintain 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.
Solid expertise in SIP protocol, call signaling, and RTP media flows.
Expert-level knowledge of Microsoft Teams Telephony.
Strong experience integrating SoftPhony/Contact Center platforms (Genesys, Odigo, NTT, Cisco, AWS Connect).
Ability to operate as an 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).
Ability to use PowerShell for automation 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 at HCLTech.
Find your career and your spark at a company that puts people first.
Global technology company with over 230,000 people across 60 countries.
Consolidated revenues of $14.8 billion as of 12 months ending September 2026.

Färdigheter

Microsoft TeamsSIPPowerShellGenesysOdigoNTTCiscoAWS ConnectActive DirectoryEntra IDITIL

#Telephony#SoftPhony#Microsoft Teams#SIP#SBC#Contact Center#Troubleshooting#Production Support#PowerShell#ITIL#Global Environment#English

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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