Requirements
Required – Technical Skills
• Hands-on experience with SIP protocol, particularly in troubleshooting and technical support.
• Experience working with multiple agent connectivity platforms, including Cisco, Avaya, RingCentral, Mitel, and others.
• New Integrations / Implementation
• L2 Support / Troubleshooting
• Configure and troubleshoot SIP trunks, SIP signaling, call routing, RTP/media streams, DTMF, and DID/phone-number routing.
• Support both inbound and outbound voice call flows.
• Strong understanding of SIP call flows and common SIP methods/responses.
• Experience configuring and troubleshooting SIP trunks, SBCs, PBXs, and contact-center platforms.
Responsibilities (Activities to perform)
• Support call-transfer scenarios between AI Agents and contact-center agents/queues.
• Work with customer network and telephony teams to define connectivity requirements and resolve integration issues.
• Participate in technical discovery sessions to understand the customer's existing telephony architecture and recommend the appropriate voice integration approach.
• Support testing, UAT, production deployment, and post-go-live troubleshooting.
• Produce technical