Implementation Engineer 2

Exotel; Gurugram District; On-site; INR 550,000 - 900,000; Full time

Job summary

Exotel, a leading cloud-based customer engagement platform, invites applications for an Implementation role in Gurugram. You will assist in installing and configuring contact center software solutions, including IVR, ACD, CTI, and CRM, and work under senior guidance.

You will troubleshoot performance issues, train end-users, collaborate with developers, QA, and PMs; create installation guides and keep documentation up to date; seek ways to improve processes and ensure adherence to standards.

Qualifications

• 2+ years of experience in an Implementation role.
• Familiarity with Linux and Windows operating systems.
• Basics of networking concepts (LAN, OSI, IPv4/IPv6).
• Basic knowledge of databases (MySQL, PostgreSQL).
• Willingness to learn telephony concepts (PRI, VOIP).
• Good communication and collaboration skills.

Responsibilities

• Assist in installation and configuration of contact center software (IVR, ACD, CTI, CRM).
• Troubleshoot performance, reliability, and scalability under guidance of seniors.
• Provide end-user training on contact center software solutions.
• Collaborate with software developers, QA analysts, and project managers.
• Develop and maintain installation/configuration documentation and training materials.
• Identify process improvement opportunities and help implement solutions.
• Ensure installations conform to established standards and best practices.

Skills

Linux OS

Windows OS

Communication skills

Problem solving

Multitasking

Telephony concepts

HTML/CSS basics

Tools

Linux

Windows

MySQL

PostgreSQL

Job description

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?

• 2+ 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.