Telecom Solution Architect

1Point1; Navi Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

1Point1 is seeking a Telecom Solution Architect to design, implement, and support enterprise telephony and contact center solutions for large BPOs across domestic and international clients, including the US market.

The role covers scalable, secure architectures, carrier coordination, and regulatory compliance for multi-country deployments with multilingual, multi-time-zone support.

Responsibilities

• Design end-to-end telecom and contact center solutions for inbound, outbound, blended, and omnichannel ops.
• Architect cloud, on-premises, and hybrid contact center solutions.
• Prepare HLD, LLD, architecture diagrams, and implementation plans.
• Evaluate emerging telecom technologies and recommend solutions.
• Design telecom for US-based and international customers across regions.
• Coordinate with carriers and cloud providers for provisioning and connectivity.

Skills

SIP

VoIP

PRI

SBC

DID & Toll-Free

IVR

ACD

Voice Recording

Number Management

Call Routing

Dialers

CTI

WFM Integration

Quality Monitoring

TCP/IP

DNS

VPN

MPLS

AWS fundamentals

REST APIs

JSON

Webhooks

International Carrier Management

Tools

Genesys Cloud

Amazon Connect

NICE CXone

Avaya

Five9

Exotel

Knowlarity

Job description

Job Description – Telecom Solution Architect (BPO / Contact Center)

Position: Telecom Solution Architect

Experience: 6–8 Years

Location: India

Industry: BPO / Contact Center / Customer Experience (CX) Services

Reporting To: Head – IT / Technology Solutions

Job Summary

We are seeking an experienced Telecom Solution Architect with 6–8 years of experience in designing, implementing, and supporting enterprise telephony and contact center solutions for large-scale BPO operations. The ideal candidate should have hands‑on experience in architecting solutions for domestic and international clients, particularly the US market, while also supporting customers across regions such as EMEA, APAC, and the Middle East.

The candidate will be responsible for designing scalable, secure, and cost-effective telecom solutions that comply with country‑specific telecom regulations, carrier requirements, and customer expectations.

Key Responsibilities

• Design end‑to‑end telecom and contact center solutions for inbound, outbound, blended, and omnichannel operations.
• Architect cloud, on‑premises, and hybrid contact center solutions.
• Prepare High‑Level Design (HLD), Low‑Level Design (LLD), architecture diagrams, and implementation plans.
• Evaluate emerging telecom technologies and recommend suitable solutions.
• Design telecom and contact center solutions for US‑based customers as well as clients across Europe, APAC, Middle East, and other international regions.
• Understand country‑specific telephony regulations, numbering plans, toll‑free services, emergency calling requirements, and carrier connectivity.
• Coordinate with international telecom carriers and cloud providers for number procurement, SIP trunk provisioning, and connectivity.
• Design multi‑country voice infrastructure with redundancy, disaster recovery, and business continuity.
• Support multilingual and multi‑time‑zone contact center deployments.

Contact Center Platforms

Experience in one or more of the following:

• Genesys Cloud
• Amazon Connect
• NICE CXone
• Avaya
• Five9
• Exotel
• Knowlarity

Configure and support:

• IVR
• ACD
• Skills‑based routing
• Call recording
• Workforce integration
• Design and manage SIP trunks, PRI, DID numbers, toll‑free services, and international voice connectivity.
• Work with telecom carriers across multiple countries.
• Coordinate carrier onboarding, testing, troubleshooting, and escalations.
• Design telecom redundancy and failover mechanisms.

Outbound Communication Solutions

Design and support:

• Predictive Dialers
• Progressive Dialers
• Preview Dialers
• Voice Blast Solutions
• Campaign Management Platforms
• SMS and WhatsApp integrations

Ensure compliance with regional outbound communication regulations, including:

• TCPA (US)
• Do Not Call (DNC) regulations
• Ofcom (UK), where applicable
• GDPR considerations for European deployments

Integration & Automation

• Integrate telecom platforms with CRM, ticketing systems, Workforce Management (WFM), and AI‑based applications.
• Develop API‑based integrations using REST APIs and Webhooks.
• Support CTI integrations and workflow automation.
• Evaluate AI, speech analytics, and conversational bot solutions.
• Gather business and technical requirements from clients.
• Participate in solution workshops and customer presentations.
• Support RFP/RFI/RFQ responses with technical solution designs.
• Prepare solution proposals, effort estimates, and implementation plans.
• Provide technical guidance during customer due diligence and transition phases.

Operations & Support

• Provide L3 support for critical telecom incidents.
• Perform root cause analysis and implement preventive measures.
• Support change management and release planning.
• Ensure telecom infrastructure meets SLA, uptime, and performance targets.

Required Skills

Telecom Technologies

• SIP
• VoIP
• PRI
• SBC (Session Border Controller)
• DID and Toll‑Free Services
• IVR
• ACD
• Voice Recording
• Number Management
• Call Routing

Contact Center Technologies

• Dialers
• CTI
• Workforce Management Integration
• Quality Monitoring Solutions

Networking

• TCP/IP
• DNS
• VPN
• MPLS
• QoS
• Firewall Concepts
• Network Troubleshooting
• AWS or Azure fundamentals
• REST APIs
• JSON
• Webhooks

International Telecom Knowledge

• International SIP trunk provisioning
• Toll‑Free and DID services
• Global carrier interconnects
• Telecom regulatory awareness
• Business continuity and disaster recovery for global contact centers

Experience Required

• 6–8 years of experience in Telecom, Unified Communications, or Contact Center technologies.
• Minimum 3 years of experience in Telecom Solution Architecture or Technical Consulting.
• Experience designing telecom solutions for US‑based customers is mandatory.
• Experience delivering solutions for international markets including EMEA, APAC, Middle East, or ANZ is highly preferred.
• Experience supporting contact centers with 500–5,000+ agents.
• Experience working with international telecom carriers and cloud contact center providers.
• Experience in pre‑sales, solution consulting, and client‑facing engagements is preferred.

Preferred Certifications

• Amazon Connect Certification
• Contact Center Solution Design
• International Carrier Management
• Technical Consulting & Pre‑Sales
• Client & Stakeholder Management
• Strong documentation and presentation skills
• Problem‑solving and analytical thinking
• Cross‑functional collaboration in multicultural environments

Key Performance Indicators (KPIs)

• Successful delivery of telecom solutions for domestic and international clients.
• Timely completion of solution designs and implementation projects.
• High availability and reliability of telecom platforms.
• Compliance with regional telecom regulations.
• Reduction in telecom incidents and escalations.
• Cost optimization through efficient carrier and licensing management.
• Positive client satisfaction and successful solution acceptance.
• Contribution to RFP wins and business growth through effective solution architecture.

This version is suitable for hiring a Telecom Solution Architect in an Indian BPO that serves global clients, with particular emphasis on US‑market solutioning, international telecom regulations, pre‑sales, and multi‑country contact center deploym