Network Engineer

Genpact; Hyderabad; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Genpact Ltd. seeks an experienced telephony administrator to manage RingCentral for customer service lines in Hyderabad.

The role involves user and number management, call routing, auto-attendants and incident triage, with remote work and some on-site coordination for AV and conference room setup. Applicants should have Hands-on RingCentral administration experience, strong VoIP/SIP skills, and familiarity with contact center routing.

Qualifications

• Hands-on RingCentral administration experience.
• Understanding of VoIP, SIP, and DID management.
• Experience with contact center routing and queue configuration.
• Troubleshooting call quality and connectivity.

Responsibilities

• Administer the RingCentral platform: users, extensions, DID numbers, call routing, auto-attendants and call queues for customer service.
• Handle platform configuration changes, number porting and provisioning requests.
• Triage telephony incidents, identify root causes and coordinate with RingCentral and carriers.
• Monitor call quality and platform health, and report on usage and issues.
• Coordinate conference room and AV technology support with site contacts and vendors.
• Maintain telephony documentation, call-flow diagrams and runbooks.

Skills

RingCentral admin

VoIP

SIP

DID management

Call-flow design

Contact center routing

Troubleshooting

Vendor coordination

Education

Graduate degree

Diploma (IT preferred)

Tools

RingCentral

Job description

Administers the RingCentral telephony platform for DID and customer service, and coordinates conference room and AV technology support. Contact center agent-facing support is excluded from scope.

Looking for immediate joiners

Location - Hyderabad

Experience - 4+ years

Key responsibilities

• Administer the RingCentral platform: users, extensions, DID numbers, call routing, auto-attendants and call queues for customer service
• Handle platform configuration changes, number porting and provisioning requests
• Triage telephony incidents, find root causes and coordinate with RingCentral and carriers
• Monitor call quality and platform health, and report on usage and issues
• Coordinate conference room and AV technology support with site contacts and vendors
• Maintain telephony documentation, call-flow diagrams and runbooks
• Note: contact center agent-facing support (day-to-day agent desktop and queue support) is excluded from this role
• Work is done remotely; activities that need physical presence are retained by the client or a separately agreed third party, and this role coordinates them

Required skills and experience

• Hands-on administration of RingCentral or a similar cloud telephony platform
• Understanding of VoIP, SIP, DID management and call-flow design
• Experience with contact centre / customer service call routing and queue configuration
• Troubleshooting skills for call quality and connectivity
• Vendor coordination experience

Preferred skills

• RingCentral administrator certification
• Experience coordinating AV and conference room technology
• Experience with number porting and carrier management

Qualifications and certifications

• Graduate degree or diploma (IT preferred)
• RingCentral certified administrator (preferred)
• ITIL 4 Foundation (preferred)

Success measures

• Telephony availability and incident resolution within SLA
• Request and change turnaround
• Call quality issue trend
• AV coordination issues closed on time