Assistant Manager - STG

Hexaware Technologies; Nagpur District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Hexaware Technologies invites an experienced Contact Center & Telephony Engineer to design, deploy, and optimize enterprise telephony and contact center solutions. You will support Altitude Dialer, Cisco Voice technologies, SIP telephony, and related infrastructure to ensure high availability and business continuity.

The role emphasizes implementing, supporting, troubleshooting, and monitoring across servers, SBCs, VOIP, and collaboration tools, with strong collaboration with network and

Qualifications

• Experience with Altitude Dialer and Cisco Voice technologies.
• Strong knowledge of SIP telephony and contact center infrastructure.
• Proven ability to install, configure, and troubleshoot enterprise telephony systems.

Responsibilities

• Administer and support Altitude Contact Center Suite (Inbound, Outbound, Predictive Dialer, IVR, Recording, Supervisor).
• Configure outbound campaigns, agent profiles, skills, and dialer strategies.
• Install, configure, and maintain Altitude application, database, and telephony servers.
• Monitor contact center performance and troubleshoot production issues.
• Configure and manage Cisco Unified Communications solutions.
• Troubleshoot voice quality issues, call failures, latency, and packet loss.
• Manage SBCs (Session Border Controllers) and VoIP infrastructure.
• Prepare technical documentation and implementation plans.

Skills

Altitude Dialer

Cisco Voice

SIP Telephony

Contact Center Infra

Tools

Altitude Contact Center Suite

Cisco UC

SBCs

VMware/Hyper-V

Job description

Job Summary

We are seeking an experienced Contact Center & Telephony Engineer with strong expertise in Altitude Dialer, Cisco Voice technologies, SIP telephony, and contact center infrastructure. The ideal candidate will be responsible for implementing, supporting, troubleshooting, and optimizing enterprise contact center solutions while ensuring high availability and business continuity.

Key Responsibilities

• Administer and support Altitude Contact Center Suite (Inbound, Outbound, Predictive Dialer, IVR, Recording, Supervisor).
• Configure and manage outbound campaigns, agent profiles, skills, and dialer strategies.
• Install, configure, and maintain Altitude application, database, and telephony servers.
• Monitor contact center performance and troubleshoot production issues.
• Configure and manage Cisco Unified Communications solutions.
• Support Cisco IP Phones, SIP trunks, gateways, and voice routing.
• Troubleshoot voice quality issues, call failures, one-way audio, latency, and packet loss.
• Configure SIP trunk connectivity with telecom providers.
• Manage SBCs (Session Border Controllers) and VoIP infrastructure.
• Perform root cause analysis (RCA) for telephony incidents.
• Work with telecom vendors (Tata, Airtel, Vodafone, etc.) for circuit provisioning and issue resolution.
• Configure IVR, call routing, skills-based routing, and queue management.
• Support call recording solutions and quality monitoring platforms.
• Monitor voice infrastructure using enterprise monitoring tools.
• Perform server health checks, patching, backups, and disaster recovery activities.
• Support Windows Server, SQL Server, and virtualization environments (VMware/Hyper-V).
• Coordinate with network, security, and application teams during deployments and migrations.
• Prepare technical documentation, SOPs, HLDs, LLDs, and implementation plans.
• Participate in CAB meetings, change management, and production releases.
• Provide 247 production support and on-call assistance.