Job Title

Are you passionate about building, scaling, and supporting enterprise-grade telephony solutions? TELUS International is looking for an experiencedTelephony Engineerto lead and support ourglobal telephony operations , ensuring high availability, reliability, and seamless voice communication across the organization. Role Overview As a Telephony Engineer, you will be responsible for thedesign, planning, operation, and optimizationof telephony solutions. You’ll collaborate closely with cross-functional IT teams, manage critical incidents, engage vendors, and stay ahead of emerging telephony technologies. Key Responsibilities Own and manageTELUS International’s global telephony operations , ensuring continuous availability and reliability Lead and support theGlobal Telephony Team Manage and resolveP1/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 Conductcapacity planning and budgetingto support growth, new clients, and acquisitions Maintain accurate documentation of configurations, procedures, and troubleshooting steps Perform peer reviews and approvals forMethods of Procedure (MoPs) Engage and manage telephony vendors, contracts, and SLAs Act asL3 escalation pointand Telephony SME for other technology stack teams Required Qualifications Strong proficiency inVoIP 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 ofcall center operations and IT support requirements Knowledge ofCisco 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 Bachelor’s degree inECE, Computer Science, IT , or related field 8+ yearsof experience in telecom systems Minimum3 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 atlijo.johnson@