Telecom Analyst

Genpact; Región Centro; Presencial; MXN 600.000 - 800.000; Jornada completa

Descripción de la vacante

Genpact in Mexico seeks a Senior Telecom Analyst to administer and optimize enterprise voice and contact center environments, including Amazon Connect and Avaya. You will support MACs, provisioning, DID inventory, and carrier relationships while partnering with IT and business stakeholders.

The ideal candidate has 5+ years in telecom or voice infrastructure, 3+ years Amazon Connect and Avaya experience, and strong communication skills to drive reliable, scalable telephony services.

Formación

• Bachelor’s degree in information technology, Telecommunications, Computer Science, or equivalent experience.
• 5+ years of telecommunications, contact center, or voice infrastructure experience.
• 3+ years of hands-on Amazon Connect administration and configuration experience.
• 3+ years supporting Avaya telephony platforms.
• Experience managing DID inventories, number provisioning, and telecom porting activities.
• Strong understanding of VoIP, SIP trunking, call routing, and telephony architecture.
• Experience troubleshooting contact center and telephony environments.
• Excellent communication and stakeholder management skills.

Responsabilidades

• Administer, configure, and support the Amazon Connect platform including contact flows, queues, routing profiles, user administration, agent configurations, call recording, and reporting.
• Support integrations between Amazon Connect and enterprise applications.
• Troubleshoot contact center issues impacting voice, chat, routing, agent functionality, and customer experience.
• Administer and support Avaya VoIP telephony environments.
• Configure and maintain dial plans, call routing, hunt groups, call queues, and voice services.
• Perform telecom Moves, Adds, Changes, and Deletes (MACD) requests.
• Manage enterprise DID inventory and lifecycle management.
• Lead telephone number porting activities and coordinate with telecom carriers and vendors.
• Provide Tier 2 and Tier 3 operational support for telecommunications services.
• Participate in incident response, root cause analysis, and problem management activities.
• Support telecom modernization, migration, and contact center transformation initiatives.
• Create and maintain telecom documentation, standards, and operational runbooks.

Conocimientos

VoIP

SIP trunking

Telephony architecture

Communication

Stakeholder management

Troubleshooting

Educación

Bachelor’s degree in IT/Telecom/CS

Herramientas

Amazon Connect

Avaya VoIP

DID provisioning tooling

Call routing systems

Descripción del empleo

About the Company: Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

About the Role: Genpact is urgently looking for a strong Consultant for one of our precious clients in USA.

Title: Senior Telecom Analyst

Senior Telecom Analyst

The Senior Telecom Analyst is responsible for the administration, configuration, support, and ongoing optimization of the enterprise voice and contact center environment, including Amazon Connect and Avaya telephony platforms. This role serves as a technical subject matter expert for contact center technologies, voice infrastructure, telephony services, and carrier management. The analyst will support daily operations, incident resolution, Moves/Adds/Changes (MACs), telecom provisioning, DID inventory management, carrier relationships, number porting, platform configuration, and technology enhancements that enable exceptional employee and customer experiences. This position partners closely with Contact Center Operations, Infrastructure, Networking, Security, and business stakeholders to ensure highly available, secure, and scalable telecommunications services.

Key Responsibilities

• Administer, configure, and support the Amazon Connect platform including contact flows, queues, routing profiles, user administration, agent configurations, call recording, and reporting.
• Support integrations between Amazon Connect and enterprise applications.
• Troubleshoot contact center issues impacting voice, chat, routing, agent functionality, and customer experience.
• Administer and support Avaya VoIP telephony environments.
• Configure and maintain dial plans, call routing, hunt groups, call queues, and voice services.
• Perform telecom Moves, Adds, Changes, and Deletes (MACD) requests.
• Manage enterprise DID inventory and lifecycle management.
• Lead telephone number porting activities and coordinate with telecom carriers and vendors.
• Provide Tier 2 and Tier 3 operational support for telecommunications services.
• Participate in incident response, root cause analysis, and problem management activities.
• Support telecom modernization, migration, and contact center transformation initiatives.
• Create and maintain telecom documentation, standards, and operational runbooks.

Required Qualifications

• Bachelor’s degree in information technology, Telecommunications, Computer Science, or equivalent experience.
• 5+ years of telecommunications, contact center, or voice infrastructure experience.
• 3+ years of hands-on Amazon Connect administration and configuration experience.
• 3+ years supporting Avaya telephony platforms.
• Experience managing DID inventories, number provisioning, and telecom porting activities.
• Strong understanding of VoIP, SIP trunking, call routing, and telephony architecture.
• Experience troubleshooting contact center and telephony environments.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Familiarity with AWS services supporting Amazon Connect.
• Experience with workforce management, call recording, and contact center analytics platforms.
• Knowledge of carrier contracts, telecom billing, and telecom expense management.
• AWS or Amazon Connect certifications.

Success Factors

The ideal candidate is a hands‑on telecom professional who can balance operational support with strategic improvements, manage complex contact center and telephony environments, and ensure reliable communications services for both customer‑facing and internal support teams.

Best Regards,

Connect on LinkedIn:

Equal Opportunity Statement:

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

For more information, visit www.genpact.com Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way.