Perform configuration and maintenance of PBX Systems. Including installation and configuration of softphones, managing User Accounts, Creation/Deletion of Queues/Flows, DIDs/TFNs, Extensions, Voicemails etc. Carry out Flows/IVRs and Call Routing design and implementation.Monitor network performance.Troubleshoot Network Infrastructure issues. Provide technical support to end users, resolving hardware and software issues efficiently.Diagnose problems, implement solutions, and escalate as necessary. Maintain documentation of common problems and solutions. Maintain service level agreements (SLA).Handle routine system maintenance (network/software/PBX) Participate in backup testing, business continuity, and recovery drills. Log ticket issues and document relevant information to come up with a resolution. Work with Security and Compliance to ensure IT infrastructure compliance with organizational policies, procedures, and industry standards.Collaborate with other teams – Corporate Connectivity, Managed Services, Engineering, Security, and ComplianceHelp identify opportunities for process improvement, recommendations, upgrades, or new technologiesAble to stay current with industry trends and best practices to enhance operational efficiency RequirementsIT / Computer Science-related degree or certification. Knowledge in SIP, RTP and WebRTC, including voice codecs to optimize audio quality.Knowledge in Zoom Phone and Zoom Contact Center, Mitel, Vanilla Asterisk and other Asterisk based PBX Systems.Proficient in configuring, Flows, Routing, Integrations etc. This includes scripting and APIs.Knowledge of SBC, MBG, and firewalls to secure voice networks, with a strong understanding of LAN/WAN routing and VLANs. Knowledge in Mikrotik, Tailscale and Netskope is a plus.Able to use Wireshark or other network packet tracer to diagnose call drops and SIP messages.Strong problem-solving and analytical abilities.Communication skills (technical and non-technical audiences).Time management and ability to prioritize tasks.Team collaboration and customer service orientation.Adaptability and willingness to learn new technologies.Attention to detail and documentation practices
- Perform configuration and maintenance of PBX Systems. Including installation and configuration of softphones, managing User Accounts, Creation/Deletion of Queues/Flows, DIDs/TFNs, Extensions, Voicemails etc.
- Carry out Flows/IVRs and Call Routing design and implementation.
- Monitor network performance.
- Troubleshoot Network Infrastructure issues.
- Provide technical support to end users, resolving hardware and software issues efficiently.
- Diagnose problems, implement solutions, and escalate as necessary.
- Maintain documentation of common problems and solutions.
- Maintain service level agreements (SLA).
- Handle routine system maintenance (network/software/PBX)
- Participate in backup testing, business continuity, and recovery drills.
- Log ticket issues and document relevant information to come up with a resolution.
- Work with Security and Compliance to ensure IT infrastructure compliance with organizational policies, procedures, and industry standards.
- Collaborate with other teams – Corporate Connectivity, Managed Services, Engineering, Security, and Compliance
- Help identify opportunities for process improvement, recommendations, upgrades, or new technologies
- Able to stay current with industry trends and best practices to enhance operational efficiency
Requirements
- IT / Computer Science-related degree or certification.
- Knowledge in SIP, RTP and WebRTC, including voice codecs to optimize audio quality.
- Knowledge in Zoom Phone and Zoom Contact Center, Mitel, Vanilla Asterisk and other Asterisk based PBX Systems.
- Proficient in configuring, Flows, Routing, Integrations etc. This includes scripting and APIs.
- Knowledge of SBC, MBG, and firewalls to secure voice networks, with a strong understanding of LAN/WAN routing and VLANs.
- Knowledge in Mikrotik, Tailscale and Netskope is a plus.
- Able to use Wireshark or other network packet tracer to diagnose call drops and SIP messages.
- Strong problem-solving and analytical abilities.
- Communication skills (technical and non-technical audiences).
- Time management and ability to prioritize tasks.
- Team collaboration and customer service orientation.
- Adaptability and willingness to learn new technologies.
- Attention to detail and documentation practices
CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.
CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.
