Implementation Engineer 2

Exotel Techcom Pvt Ltd; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Exotel Techcom Pvt Ltd in Bengaluru is seeking a candidate for an implementation role to assist with installation and configuration of contact center software, while learning telephony concepts and collaborating with cross-functional teams.

The role emphasizes problem-solving, attention to detail, and the ability to work independently on multiple tasks with strong communication skills. Linux/Windows and DB basics are advantageous.

Qualifications

• 1-5 years of experience in an implementation role.
• Familiarity with Linux/Windows operating systems.
• Basic networking concepts (LAN, OSI).
• Basics of databases such as MySQL or PostgreSQL.
• Willing to learn telephony concepts (PRI, VOIP).

Responsibilities

• Assist in installation and configuration of contact center software (IVR, ACD, CTI, CRM).
• Troubleshoot performance, reliability, and scalability under guidance.
• Assist in end-user training on contact center software.
• Collaborate with developers, QA analysts, and PMs within the team.
• Develop and maintain installation/configuration documentation.
• Identify process improvement opportunities and implement solutions.
• Ensure installations follow established standards and best practices.

Skills

Strong communication

Team collaboration

Problem solving

Attention to detail

Independent work

Tools

Linux

Windows OS

MySQL

PostgreSQL

Job description

About Exotel

Exotel is the emerging market's leading full stack customer engagement platform and business-focused virtual telecom operator. Exotel has also recently received a virtual telecom operator license to offer cost-effective end-to-end VoIP telephony services, making the company a 100% compliant cloud calling operator. Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70 million conversations every day for more than 6000 businesses in India, Southeast Asia, the Middle East, and Africa. Today, the omnichannel contact centre, communication API suite, and conversational AI platform from Exotel help some of the fastest-growing businesses in emerging countries manage their customer engagement. They have a $50 million ARR and a $100 million Series D funding round.

Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category.

What will you do?

• Assist in the installation and configuration of contact center software solutions, including IVR, ACD, CTI, and CRM systems


• Troubleshoot software performance, reliability, and scalability issues under the guidance of senior team members


• Assist in providing training to end-users on the use of contact center software solutions


• Collaborate with other members of the contact center team, including software developers, quality assurance analysts, and project managers


• Develop and maintain software documentation, including installation and configuration guides, troubleshooting manuals, and training materials


• Identify opportunities for process improvement and work with the team to implement solutions


• Ensure that all software installation and configuration follows established standards and best practices

What are we looking for?

• 1-5 years of experience in an Implementation role


• Strong interest in software execution, preferably in a contact center environment


• Familiarity with Linux and Windows operating systems


• Excellent problem-solving skills and attention to detail


• Strong communication and collaboration skills


• Ability to work independently and manage multiple tasks simultaneously


• Basic to intermediate knowledge of working with Linux OS


• Basics of networking concepts (LAN, OSI, Topology, IPv4, IPv6, etc)


• Basics of database concepts - MySQL, Postgres, etc.


• Should be willing to learn telephony concepts (PRI, VOIP, etc.)


• Good listener with very good communication skills.


• Exceptional attention to detail and organizational skills.


• Excellent writing, editing, and proofreading skills.


• Basic knowledge of HTML and CSS would be an advantage.