National Lead - IT

Job Purpose Design and implement scalable, cloud-native Unified Communication (UC) and VoIP architectures aligned with enterprise,requirements. Architect SIP-based communication systems, WebRTC platforms, and real-time voice/media infrastructure. Build and optimize contact center platforms including inbound, outbound, and omnichannel communication systems. Develop and enhance dialer capabilities (predictive, progressive, blended, manual) for business use cases. Ensure high availability, performance optimization, and fault tolerance across communication platforms. Define and enforce security, compliance, and data protection frameworks for voice and digital channels. Drive API-first and microservices-based architecture for scalable communication services. Collaborate with cross-functional teams (Dev, Infra, Network, Product) for end-to-end delivery and operations. Duties and Responsibilities Key Responsibilities End to end design the Uni-connect solution and managing the Uni-connect development team Unified Communication VoIP Architecture Design and implement SIP, RTP, and WebRTC-based communication systems. Architect scalable VoIP platforms using tools like Kamailio, OpenSIPs, Asterisk, and FreeSWITCH. Build high-performance media handling using RTPEngine and WebRTC gateways. Contact Center Solutions Design and manage omnichannel contact center platforms (voice, chat, bot, IVR). Implement inbound and outbound campaign management systems. Enable CPaaS-based integrations for voice automation (IVR, ASR, TTS, bots). Dialer Systems Develop and optimize predictive, progressive, blended, and manual dialer systems. Improve call routing strategies, pacing algorithms, and agent productivity. Ensure compliance with DNC, retry logic, and regulatory requirements. Cloud Microservices Architecture Design microservices-based architecture using Docker and Kubernetes. Build API-first communication platforms with scalable service orchestration. Ensure multi-tenant architecture and horizontal scalability. Performance Reliability Ensure high availability, fault tolerance, and disaster recovery (DR/BCP). Optimize latency, call quality (QoS), and system throughput. Monitor and improve system performance using real-time metrics and logs. Security Compliance Implement secure SIP signaling, media encryption, and access controls. Ensure compliance with telecom and data security regulations. Define audit frameworks and secure data handling practices. Collaboration Leadership Work with Dev, Infra, Network, and Product teams for seamless delivery. Mentor engineering teams on best practices in VoIP and system design. Drive architecture governance and technical decision-making. Key Decisions / Dimensions Yes Responsible for key architectural decisions, technology stack selection, and system design approaches. Major Challenges Designing highly scalable and low-latency real-time communication systems. Ensuring high availability and fault tolerance in distributed VoIP environments. Managing interoperability between multiple vendors and telecom providers. Handling large-scale outbound campaigns with compliance constraints. Maintaining call quality across varied network conditions. Required Qualifications and Experience a)Qualifications BE / B.Tech in Computer Science, Electronics, Telecommunications or related field b) Work Experience 5+ years of experience in telecom / contact center / unified communications domain c) Core Technical Expertise Strong hands-on experience in SIP, RTP, VoIP, and WebRTC technologies Experience with Kamailio, OpenSIPs, Asterisk, FreeSWITCH, RTPEngine d) Programming Scripting Proficiency in C/C++, Go, Python, Lua, Perl, Shell scripting e) Databases Messaging Experience with PostgreSQL, MySQL, MongoDB Messaging systems like Kafka, RabbitMQ f) Platforms Tools Docker, Kubernetes, Microservices architecture FusionPBX, FreePBX, Jitsi, Dialogflow g) Domain Expertise Contact Center Platforms (Omnichannel, Campaign Management) CPaaS Voice Automation (IVR, Bots, ASR/TTS) PBX Unified Communication systems WebRTC media infrastructure h) Additional Skills Strong understanding of real-time communication architecture Experience in multi-tenant and enterprise-scale deployments Exposure to Avaya or enterprise UC ecosystems is a plus Familiarity with incident management, monitoring, and change management processes