Job Description

Ahmedabad ,

Experience:

7+ Years

Qualification:

Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience)

Overview

We are looking for a highly skilled and experienced

VOIP PBX CC CRM Support Tech Lead

to manage and lead a technical support team while ensuring the smooth operation and maintenance of

VOIP

,

PBX

,

Contact Center (CC)

, and

CRM

systems. In this role, you will not only handle complex system support tasks but also lead, guide, and mentor a team of support engineers to deliver top-tier service for these critical technologies. This includes working with

Linux-based systems (CentOS 7, Debian 12)

,

MariaDB

,

FreeSWITCH

,

Open

SIPS

,

RTPengine

, and key CRM/helpdesk platforms such as

Zoho

,

Salesforce

,

Freshdesk

, and

Zendesk

.



As the

Tech Lead

, you will ensure that the support team is well-equipped to handle incidents, optimize workflows, improve service reliability, and maintain a high level of customer satisfaction. You will also be responsible for system monitoring, troubleshooting, and managing cross-functional collaboration to improve system performance and address any issues that arise.

Key Responsibilities:

Leadership & Team Management:

+ Lead, mentor, and manage a team of support engineers/technicians responsible for troubleshooting and resolving technical issues related to

VOIP

,

PBX

,

CRM

, and

Contact Center (CC)

technologies.
+ Assign support tasks, set priorities, and ensure the team adheres to service-level agreements (SLAs) for incident response and resolution.
+ Conduct performance reviews, coaching sessions, and provide continuous learning opportunities to develop team skills and knowledge.
+ Foster a positive team culture that emphasizes customer-first service, collaboration, and continuous improvement.

Technical Support & Troubleshooting:

+ Act as the first point of escalation for complex technical issues related to

Linux (CentOS 7, Debian 12)

,

MariaDB

,

FreeSWITCH

,

Open

SIPS

,

RTPengine

, and integrations with

Zoho

,

Salesforce

,

Freshde

sk

, and

Zendesk

.
+ Troubleshoot and resolve technical issues with

PBX

systems,

VoIP

protocols (SIP, RTP), and

contact center solutions

(ACD, IVR).
+ Manage incident resolutions effectively, ensuring timely responses to support tickets and efficient escalations when needed.
+ Provide guidance on complex systems configurations, databases, and server maintenance to the support team.

Incident Management & SLA Adherence:

+ Ensure the support team logs, tracks, and resolves incidents based on defined

SLAs

for response time and resolution time.
+ Oversee root cause analysis of recurring issues and implement long-term fixes or improvements to prevent future incidents.
+ Monitor incident metrics and ensure that high-priority or high-impact issues are addressed immediately, keeping customers informed throughout the process.

System Monitoring & Optimization:

+ Oversee the continuous monitoring of

VOIP

,

PBX

,

CRM

, and

contact center systems

for performance and availability, using tools like

Nagios

,

Zabbix

, and

Prometheus

.
+ Optimize

FreeSWITCH

and

OpenSI

PS

configurations, ensuring the systems scale effectively and perform well under heavy load.
+ Ensure

RTPengine

is performing optimally for media relay, handling large volumes of concurrent calls and minimizing latency.
+ Work with the team to maintain

Linux (CentOS 7, Debian 12)

servers,

MariaDB

database performance, and ensure system backups are in place.

Cross-Functional Collaboration:

+ Collaborate with engineering, network, and infrastructure teams to support

PBX

and

CRM

system upgrades, new features, or system integrations.
+ Work with vendors and service providers to resolve critical issues or escalate problems that require external intervention.
+ Act as a liaison between technical and non-technical teams to ensure communication of issues and improvements.

Documentation & Knowledge Management:

+ Ensure that all troubleshooting steps, system configurations, and incident resolutions are well-documented for future reference.
+ Manage and continuously update internal knowledge bases, including best practices for working with

PBX

,

CRM

, and

Contact Center (CC)

systems.
+ Document and communicate process improvements, incident trends, and solutions to the team.

Security & Compliance:

+ Lead efforts to maintain secure configurations for

Linux

servers,

MariaDB

databases, and

FreeSWITCH

systems in compliance with best practices and security standards.
+ Collaborate with security teams to perform system audits, ensure regular patching, and safeguard against vulnerabilities in VoIP and CRM integrations.
+ Ensure compliance with industry regulations (e.g.,

GDPR

,

HIPAA

) in all system operations, especially concerning

CRM

data.

Vendor & Third-Party Management:

+ Manage relationships with third-party vendors for telephony, CRM, and contact center tools (e.g.,

Zoho

,

Salesforce

,

Zende

sk

,

Freshdesk

).
+ Coordinate with external service providers to resolve incidents, ensure service uptime, and negotiate SLAs and contracts.
+ Work with vendors to plan system upgrades, troubleshoot persistent issues, and stay aligned with product roadmaps.

Continuous Improvement:

+ Lead and manage initiatives for continuous improvement in the technical support process, incident management, and customer satisfaction.
+ Collect feedback from users and stakeholders to identify recurring pain points or system performance issues.
+ Implement automation and system optimizations to reduce manual effort, enhance team productivity, and streamline incident resolution processes.

Reporting & Metrics:

+ Track and report key performance indicators (KPIs) related to incident resolution, system uptime, support team performance, and customer satisfaction.
+ Provide senior management with insights based on metrics, helping drive decisions for system upgrades, resource allocation, and process improvements.
+ Review and analyze support ticket trends to identify areas for proactive system improvements.

Qualifications:

Education:

+ Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience).

Experience:

+ 5+ years of experience supporting

VOIP

,

PBX

,

CRM

, and

Contact Center (CC)

technologies, with at least 2+ years in a leadership or senior support role.
+ Strong experience with

Linux (CentOS 7, Debian 12)

system administration and troubleshooting.
+ Hands-on experience with

MariaDB

database management, and managing telephony platforms like

FreeSWITCH

,

OpenSIPS

, and

RTPengine

.
+ Proficiency in integrating and supporting

Zoho

,

Salesforce

,

F

reshdesk

,

Zendesk

, and other CRM and customer service platforms.
+ Experience with system monitoring tools (e.g.,

Nagios

,

Zabbix

,

Prometh

eus

) to monitor infrastructure performance and track incidents.

Technical Skills:

+ Strong understanding of

VOIP protocols

(SIP, RTP),

PBX

systems (

FreeSWITCH

,

OpenSIPS

), and database management with

MariaDB

.
+ Proficient in

Linux

server administration, including performance tuning, system security, and database optimization.
+ Experience managing system integrations between telephony and CRM platforms (

Zoho

,

Salesforce

,

Zendesk

,

Fr

eshdesk

).
+ Familiarity with automation tools (

Ansible

,

Puppet

,

Chef

) to automate system tasks and configurations.
+ Ability to troubleshoot issues across the entire technology stack, from network layers to application-level integrations.

Certifications:

+ Relevant certifications in

telephony

(e.g.,

FreeSWITCH

,

Asterisk

),

Linux

, or

CRM

platforms (e.g.,

Salesforce

).
+

ITIL

or similar certifications are a plus.