Are you searching for telecom engineer jobs in Kolkata, CCaaS engineer jobs, VoIP engineer jobs, Genesys Cloud jobs, or IT infrastructure jobs in Kolkata with a global technology-driven organization? Fusion CX is hiring an experienced L2+ Telecom Engineer – Contact Center & CCaaS Operations to support and optimize mission-critical voice, telephony, and contact center infrastructure across our global delivery network.
This is an exciting opportunity for professionals with expertise in Genesys Cloud CX, SIP/VoIP engineering, CCaaS platforms, WebRTC, and contact center technologies who are looking to work on large-scale telecom operations and strategic technology initiatives. If you are passionate about telecom infrastructure, platform ownership, troubleshooting complex voice environments, and driving operational excellence, this role offers significant exposure and long-term career growth within a global CX transformation company.
About the Role
We are seeking a hands-on Telecom Engineer (L2) to join our IT team in Kolkata. This senior individual contributor role owns critical CCaaS and voice platforms across our multi-vendor telecom infrastructure, including Genesys Cloud CX, VICIdial, Nextiva, TCN, and Singlecomm. The ideal candidate brings strong expertise in SIP/VoIP engineering, contact center telephony, and platform administration. You will serve as the primary escalation point for complex telecom issues, ensure platform health and compliance, and support strategic telephony initiatives across Fusion CX’s global operations.
Key Responsibilities
- Own day-to-day administration, configuration, and health monitoring of Genesys Cloud CX, Nextiva, TCN, VICI dial (VICI), and Singlecomm platforms.
- Manage inbound/outbound campaign setup, IVR/ACD flow design, call routing changes, queue management, and trunk provisioning.
- Maintain SIP trunk configurations, DID/DDI inventory, carrier interconnects, and failover routing across all platforms.
- Administer PBX systems, including extensions, dial plans, hunt groups, call recording, and voicemail.
- Perform WebRTC troubleshooting, including signalling trace analysis, DTLS-SRTP issues, and NAT traversal problems.
- Serve as the primary escalation engineer (L2/L3) for all telecom-related incidents, ensuring SLA adherence and RCA delivery.
- Triage and resolve issues related to call drops, audio quality (MOS score), jitter, latency, packet loss, and codec mismatches.
- Coordinate with external carriers, SIP providers, and platform vendors (Genesys, Nextiva, TCN) for fault resolution and circuit management.
- Maintain incident logs, problem tickets, and change records in the ITSM tool (ServiceNow / Jira).
- Lead PCI DSS compliance implementation on CCaaS platforms — configure and validate Secure Pause/recording suppression, DTMF masking, and agent-side call controls.
- Ensure call recording configurations meet regulatory and client-mandated requirements, including consent, retention, and encryption.
- Support internal and external compliance audits; prepare evidence packages for telecom-related controls.
- Implement and enforce Role-Based Access Controls (RBAC) across all telephony platforms.
- Lead or contribute to telephony migration projects (e.g., legacy PBX to Genesys Cloud CX, carrier transitions, new site bring-ups).
- Develop migration checklists, cutover plans, rollback procedures, and UAT scripts for telecom projects.
- Collaborate with cross-functional teams (IT Infrastructure, InfoSec, Operations, WFM) on CCaaS deployment and change initiatives.
- Evaluate new platforms and integration patterns (SMS, WebRTC, CRM CTI connectors) and present recommendations to IT leadership.
- Build and maintain real-time dashboards for platform health KPIs: call completion rates, ASR, ACD, trunk utilisation, and error rates.
- Produce regular operational reports and present findings to IT management.
- Maintain detailed technical documentation: network diagrams, SIP trunk inventories, call flow maps, runbooks, and change logs.
- Define and track SLAs/OLAs for telecom services in coordination with the IT leadership team.
- E. / B.Tech / MCA or equivalent qualification in Information Technology, Electronics, Telecommunications, Computer Science, or related disciplines.
- Minimum 5+ years of experience supporting telecom, VoIP, contact center, or CCaaS environments.
- Experience working within BPO, contact center, customer experience, or large-scale enterprise environments preferred.
- Strong hands-on administration experience with Genesys Cloud CX, including campaigns, queues, Architect/IVR flows, scripts, SIP trunks, user administration, role management, reporting, and API integrations.
- Experience administering VICIdial (VICI), including campaign management, AMI integrations, dial ratio optimization, agent scripting, and reporting.
- Experience managing Nextiva environments, including multi-site administration, call flow configuration, hunt groups, DID management, and number provisioning.
- Experience supporting TCN outbound dialing platforms, including campaign setup, suppression list management, and reporting.
- Experience administering Singlecomm environments, including SIP trunk provisioning, portal administration, and DID management.
- Advanced SIP / VoIP engineering knowledge, including SIP message flows (INVITE, BYE, OPTIONS, REGISTER), call routing logic, SIP trunking, and codec negotiation.
- Experience supporting codecs including G.711, G.729, and Opus.
- Strong WebRTC troubleshooting expertise, including STUN, TURN, ICE, DTLS-SRTP, browser-based voice technologies, and signaling analysis.
- Experience administering PBX systems such as FreePBX, Asterisk, or equivalent environments.
- Strong networking fundamentals, including TCP/IP, VLANs, QoS, RTP, firewall rules, SIP routing, and voice network troubleshooting.
- Experience supporting call recording platforms, PCI Secure Pause, and compliance-focused telecom controls.
- Experience using PowerShell, Python, Bash, or similar technologies for automation and operational support.
- Experience working with ServiceNow, Jira, or equivalent ITSM platforms.
- Strong verbal and written English communication skills.
- Excellent analytical and troubleshooting capabilities.
- Ability to perform effectively during critical incidents and high-pressure situations.
- Strong ownership mindset with proactive problem-solving abilities.
- Ability to document complex technical processes for both technical and business stakeholders.
- Genesys Cloud CX Developer Certification or Architect Certification.
- Cisco CCNA, CCNP Voice, or equivalent networking certifications.
- ITIL v4 Foundation Certification.
- Experience with Telnyx, Twilio, or other CPaaS platforms supporting SMS and Voice API integrations.
- Experience integrating CCaaS environments with CRM platforms, including Salesforce, Zoho CRM, and HubSpot.
- Familiarity with workforce management platforms, including NICE WFM, Verint, and Calabrio.
- Previous experience supporting telecom infrastructure within a BPO, contact center, or customer experience technology environment.
Design, support, and optimize the technology infrastructure powering millions of customer interactions worldwide.
- Own and support enterprise-scale telecom and CCaaS environments used across global operations
- Work with cutting-edge technologies, including Genesys Cloud CX, VoIP, SIP, WebRTC, and cloud communications platforms
- Lead strategic telephony migrations, modernization initiatives, and technology transformation projects
- Collaborate with global technology teams, infrastructure experts, and platform vendors
- Build expertise across contact center technology, network engineering, cloud communications, and automation
- Accelerate your career within a rapidly growing CX transformation company with international exposure and advancement opportunities
If you are looking for telecom engineer jobs in Kolkata, VoIP engineer jobs in Kolkata, Genesys Cloud engineer jobs, CCaaS engineer jobs, contact center technology jobs, network engineer jobs in Kolkata, or IT infrastructure jobs in Kolkata, this opportunity offers the chance to work on mission-critical technology platforms while building a rewarding long-term career with Fusion CX.
