Telephony Engineer

Position: Telephony Engineer Location: Noida Shift: US shift (6 PM- 3 AM) Experience: 5-10 Years Employment Type: Full-Time Job Summary We are seeking an experienced Telephony Engineer with strong expertise in Genesys PureConnect , Genesys Cloud , and enterprise telephony systems. The ideal candidate will be responsible for managing, supporting, troubleshooting, and optimizing contact center and voice infrastructure. The role requires hands-on experience with SIP, PSTN networks, Twilio Voice, and Twilio SIP solutions . Candidates who have worked with Infosys (current support partner for Genesys PureConnect) will be highly preferred. Key Responsibilities: Provide administration, support, and troubleshooting for Genesys PureConnect (CIC) and Genesys Cloud CX environments. Manage and maintain enterprise telephony infrastructure and contact center platforms. Configure, monitor, and troubleshoot SIP trunks , call routing, IVR, and voice applications. Diagnose and resolve issues related to PSTN, VoIP, SIP, and telephony networks . Support integrations between Genesys platforms and third-party telephony solutions. Implement and maintain Twilio SIP Trunking and Twilio Voice services. Monitor system performance and ensure high availability of telephony services. Participate in incident management, root cause analysis, and problem resolution. Work closely with business stakeholders, vendors, and support teams to ensure seamless contact center operations. Support telephony migrations, upgrades, and cloud transformation initiatives. Required Skills: Strong experience with Genesys PureConnect (Customer Interaction Center - CIC) . Hands-on experience with Genesys Cloud CX . Solid understanding of Telephony Systems and Contact Center technologies. Strong knowledge of: SIP (Session Initiation Protocol) PSTN (Public Switched Telephone Network) VoIP Technologies Experience with Twilio SIP Trunking . Experience with Twilio Voice / Twilio Platform . Expertise in call flow design, routing strategies, and telephony troubleshooting. Strong analytical and problem-solving skills.