Lead Telephony Engineer

Afiniti

Pakistan
Permanent
Full-time

2 months ago

Afiniti is the world's leading applied artificial intelligence and advanced analytics provider. Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world, and has measurably driven billions of dollars in incremental value for our clients.Job Description:As a Lead Telephony Engineer, you will play a key role in managing and maintaining our omni channel contact center deployments. You will collaborate with cross-functional teams to ensure the availability, reliability, and security of our solution. Your responsibilities will include:Responsibilities: * Solution management:

Provision, configure and maintain telephony environments mainly Avaya based AACC platform
Deploy and monitor the solution
Good understanding of SIP based protocols and debugging the same
Working knowledge of SBC
Good understanding of telephony protocols and procedures
Security and Compliance:

Understanding of security best practices related to access controls, encryption, and identity management
Ensure compliance with industry regulations and internal security policies related to contact center industry
Monitoring and Alerting:

Proactively monitor solutions and detect and respond to performance and security issues
Configure and monitor alerting systems, like Grafana and Prometheus, to notify relevant teams of incidents
Backup and Recovery:

Establish and test backup and disaster recovery procedures for telephony resources
Ensure data integrity and availability in case of failures
Documentation:

Maintain clear and up-to-date documentation of architecture, processes, and procedures
Share knowledge with team members and contribute to internal knowledge base
Collaboration:

Collaborate with development, operations, and security teams to align strategies with business goals
Participate in on-call rotation for incident response
Automation:

Develop and maintain automation scripts as needed. Knowledge of Terraform and or Ansible will be good to have

Requirements:

Bachelor's degree in computer science, information technology, or a related field (or equivalent experience)
8+ years' experience with any of the VOIP based solutions like Avaya; Genesys; Cisco; Five9; Asterisk etc.

Experience with SIP flows and signaling
Quickly learn new technologies and take lead and responsibility for solutions deployments
Maintain telephony knowledge base
Experience with Linux OS
Excellent problem-solving and communication skills
Scripting and automation (e.g., Python, PowerShell, Terraform) is good to have
Familiarity with DevOps and CI/CD concepts is good to have
Understanding of telephony security principles and best practices is good to have
Experience with containerization and orchestration (e.g., Docker, Kubernetes) is a plus

Afiniti

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