Telephony Engineer

Are you passionate about building, scaling, and supporting enterprise-grade telephony solutions? TELUS International is looking for an experienced Telephony Engineer to lead and support our global telephony operations, ensuring high availability, reliability, and seamless voice communication across the organization.

Role Overview

As a Telephony Engineer, you will be responsible for the design, planning, operation, and optimization of telephony solutions. Youll collaborate closely with cross-functional IT teams, manage critical incidents, engage vendors, and stay ahead of emerging telephony technologies.

Key Responsibilities

• Own and manage TELUS Internationals global telephony operations, ensuring continuous availability and reliability
• Lead and support the Global Telephony Team
• Manage and resolve P1/P2 telephony incidents and outages; assist with P3 multi-user incidents when required
• Design, plan, and maintain telephony infrastructure, ensuring high-quality and uninterrupted voice services
• Perform detailed analysis and documentation for:
• New customer launches
• Complex telephony changes
• Collaborate with other technology teams to integrate telephony systems with enterprise platforms
• Conduct capacity planning and budgeting to support growth, new clients, and acquisitions
• Maintain accurate documentation of configurations, procedures, and troubleshooting steps
• Perform peer reviews and approvals for Methods of Procedure (MoPs)
• Engage and manage telephony vendors, contracts, and SLAs
• Act as L3 escalation point and Telephony SME for other technology stack teams

Required Qualifications

• Strong proficiency in VoIP and SIP technologies
• Hands-on experience with installation, configuration, administration, and support of telephony systems
• Experience designing and implementing:
• ACD systems
• Voicemail systems
• Dialers, CTI servers, voice recording, and adjunct systems
• Solid understanding of call center operations and IT support requirements
• Knowledge of Cisco data networking

Skills

• Excellent written and verbal communication skills
• Strong problem-solving and decision-making abilities
• High adaptability to evolving technologies
• Ability to respond effectively to internal and external stakeholders

Education & Experience

• Bachelors degree in ECE, Computer Science, IT, or related field
• 8+ years of experience in telecom systems
• Minimum 3 years managing/administering SBC (Session Border Controller)
• Hands-on experience with platforms such as:
• Avaya, Sinch, Five9, Genesys, or any dialer solution (advantage)

Work Details

• Shift Timings: 8:30 PM IST 5:00 AM IST (10:00 AM 7:00 PM EST)
• Experience: 8 years (minimum 3 years relevant)
• Working Model: Work From Office (5 days a week)

Interested?

Share your CV at lijo.johnson@telusinternational.com