About the Job
• As a Technical Consultant, you will play a client-facing, solution-oriented role responsible for designing, implementing, and optimizing Company's products within customer environments.
• This position requires strong consulting mindset, where you translate business requirements into scalable technical solutions and act as a trusted advisor to customers.
• You will work closely with customers, partners, delivery teams, and pre-sales to ensure successful solution design, deployment, and adoption, while driving business value.
Key Responsibilities
Solution Consulting & Design
• Engage with customers to understand business requirements and translate them into technical solution architectures
• Provide best practice recommendations aligned with telecom/contact center ecosystems
• Prepare solution design documents, architecture diagrams, and integration flows
• Support pre-sales teams with technical inputs, demos, and solution positioning
Implementation & Delivery
• Lead end-to-end implementation lifecycle including configuration, deployment, and go-live for Company Solutions in customer environments & company lab.
• Ensure high-quality delivery across multiple parallel projects
• Perform system integration across CRM, middleware, customer host, telecom platforms & others.
Customer Engagement
• Act as a primary technical point of contact for clients
• Collaborate with customer IT, business teams, and vendors
• Drive requirement workshops, SIT & UAT support, and production readiness
• Provide technical guidance and training to customer stakeholders
Troubleshooting & Optimization
• Diagnose and resolve complex application, integration, and infrastructure issues
• Optimize system performance and scalability
• Strong SQL and database troubleshooting skills with the ability to analyze transactional and application data for issue diagnosis and operational insights
• Basic knowledge of data analytics and system performance analysis for troubleshooting and reporting purposes
• Support post-go-live stabilization and continuous improvements
• Collaboration & Internal Alignment
• Work closely with Product, Engineering, and Support teams
• Provide feedback to improve product features and implementation processes
• Contribute to documentation, reusable frameworks, and knowledge base
Technical Skills & Experience
Core Requirements
• 4+ years of experience in telecom / contact center / enterprise application implementation
• Strong hands-on experience in:
• Java (Core Java, Servlets, JSP) or .NET (C#, VB.NET)
• Web services (REST/SOAP), APIs, and integrations
• Docker containerization
• Kubernetes (K8s) orchestration
• Terraform for Infrastructure as Code
• CI/CD pipelines (Azure DevOps, Jenkins, GitHub Actions, GitLab CI/CD, etc.)
• Hands-on experience deploying applications on AWS/Azure/GCP or any cloud platforms.
Experience with:
• Application servers: Tomcat, WebLogic, WebSphere, IIS
• Databases: Oracle / MSSQL / MySQL / PostGreSQL
• Windows/Linux environments
• Strong understanding of networking, load balancers, SSL certificates, reverse proxies, and application security
Preferred Skills
• Experience in telecom/contact center ecosystems
• Exposure to Avaya platforms, IVR systems, or omnichannel solutions
• Experience with monitoring and logging tools such as Prometheus, Grafana, ELK, or Splunk
• Knowledge of microservices architecture and API gateway technologies
• Exposure to hybrid cloud and DMZ-based enterprise deployments
Soft Skills
• Strong analytical and troubleshooting skills
• Excellent communication and stakeholder management abilities
• Ability to work independently in customer-facing environments
• Strong documentation and presentation skills
• Ability to manage multiple customer engagements simultaneously
Success Criteria
• Successful and timely project delivery
• Stable and scalable production deployments
• Reduced deployment effort through automation
• High customer satisfaction and adoption
• Minimal post-go-live issues and downtime
• Create strong customer connect for generation of cross sell & upsell opportunities
• Identify opportunities for product feature enhancements
