Technical Support Engineer GB04

Job Title: Technical Support Engineer – GB04

Location: Pune Maharashtra

Department: Contact Center Technology

Position Summary: We are looking for a Technical Support Engineer with 34 years of experience in managing and optimizing voice bot systems on Asterisk and API integrations. The ideal candidate will possess deep technical knowledge mandatory skills in Python and shell scripting and a passion for solving complex problems in a dynamic environment. The candidate will be responsible for new enhancements integration with thirdparty solutions change management in existing builds and understanding business needs to provide appropriate solutions.

Key Responsibilities:

Voice Bot System Management:

o Develop deploy and maintain voice bot systems using Asterisk.

o Ensure system scalability and reliability to handle increasing traffic and user demands.

API Integrations:

o Design and implement API integrations for seamless communication between voice bots and other systems.

o Optimize API performance and troubleshoot integration issues.

System Performance Optimization:

o Continuously monitor system performance and implement enhancements to optimize response times and reliability.

o Conduct load testing and performance tuning of voice bot applications.

Technical Troubleshooting:

o Diagnose and resolve technical issues related to voice bot systems and API integrations.

o Provide timely and effective technical support to internal teams and customers.

New Enhancements:

o Identify and implement new features and enhancements to improve the voice bot system.

o Stay updated with the latest trends in voice bot technology and propose innovative solutions.

ThirdParty Integration:

o Manage integrations with thirdparty solutions to expand system capabilities.

o Ensure seamless and secure integration processes.

Change Management:

o Oversee change management processes for existing builds ensuring minimal disruption and maximum efficiency.

o Document changes and updates comprehensively.

Business Needs Analysis:

o Understand business requirements and provide tailored solutions to meet specific needs.

o Collaborate with stakeholders to gather and analyze requirements.

Technical Qualifications:

Experience:

o Minimum 34 years of handson experience in managing voice bot systems with a focus on Asterisk and API integrations.

Technical Skills:

o Mandatory: Proficiency in Python and shell scripting.

o Proficiency in Asterisk configuration dial plan scripting and troubleshooting.

o Strong experience with API development and integration using RESTful APIs.

o Solid understanding of VoIP technologies and protocols (SIP RTP etc.).

o Experience with Linux/Unix operating systems.

o Familiarity with database management (MySQL PostgreSQL) and SQL queries.

o Knowledge of network protocols and troubleshooting (TCP/IP DNS HTTP).

ProblemSolving:

o Strong analytical skills and the ability to troubleshoot and resolve complex technical issues.

Communication:

o Excellent technical documentation and communication skills.

o Ability to convey technical information clearly to nontechnical stakeholders.

Education:

o Bachelor's degree in Computer Science Information Technology or a related field.

Preferred Qualifications:

Experience with cloudbased telephony solutions (e.g. AWS Google Cloud Azure).

Knowledge of AI and machine learning integration with voice bot systems.

Certification in relevant technologies (e.g. Asterisk Certified Professional AWS Certified Solutions Architect).