Genpact Hiring For Telecom Support L3 - Cisco, Avaya, Nortel

Ready to build the future with AI?

• Serve as the technical lead and subject matter expert for enterprise telecom infrastructure, ensuring high availability and performance.
• Provide Tier 3/Level 3 support for telecom-related incidents, escalations, and outages across voice/data systems.
• Lead the deployment, configuration, and maintenance of PBX systems, VoIP solutions, SIP trunks, and legacy telephony (PRI/TDM).
• Work closely with network engineering, security, and service delivery teams to align telecom infrastructure with business needs.
• Manage telecom service providers, including vendor SLAs, escalations, and contract renewals.
• Analyse call routing, call quality, and troubleshoot QoS-related issues.
• Lead telecom migrations, including TDM to VoIP transitions, new site setups, and cloud telephony integrations.
• Develop and maintain telecom documentation including architecture diagrams, runbooks, and configuration standards.
• Drive initiatives around cost optimization, usage tracking, and billing verification for telecom services.
• Provide guidance and mentoring to junior team members and act as escalation point for complex issues.

Qualifications we seek in you!Minimum Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field.
• Strong expertise in:

• Voice technologies

  : VoIP, SIP, PRI, POTS, PBX (Cisco, Avaya, Nortel, etc.)

• Network protocols

  : TCP/IP, DNS, DHCP, QoS

• Telecom hardware

  : Cisco IADs, Meraki switches, routers, gateways, ATA devices
• Experience with voice provisioning, number porting (LNP), circuit activation, and T1/T3 technologies.
• Working knowledge of SBCs, call routing, IVRs, call recording, and Unified Communication platforms.
• Familiarity with SD-WAN, LAN/WAN topologies, and network interconnects.
• Ability to troubleshoot call quality, latency, jitter, and dropped call issues effectively.
• Excellent vendor management and communication skills.

Preferred Qualifications/ Skills

• Certifications such as CCNA Voice, Avaya Certified Expert, or Cisco Collaboration certifications are a plus.
• Experience with ITIL practices for incident, problem, and change management.
• Experience with telecom monitoring tools and ticketing systems (e.g., ServiceNow).

Why join Genpact?

• Lead AI-first transformation

  Build and scale AI solutions that redefine industries

• Make an impact

  Drive change for global enterprises and solve business challenges that matter

• Accelerate your career

  Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills

• Grow with the best

  Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace

• Committed to ethical AI

  Work in an environment where governance, transparency, and security are at the core of everything we build

• Thrive in a values-driven culture

  Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.