About the role
Role – Lead Consultant Technology - Enterprise Telephony, SIP and VoIP Location - Stockholm, Sweden Business Unit - ENGNECC Compensation - Competitive (including bonus) Job Description Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you. At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people. Your role In the role of Technology Analyst, you will provide operational support for enterprise telephony and contact center voice services. You will obtain and maintain deep knowledge of the customer’s voice infrastructure, applications, integrations, technical environment, and business operations to deliver high-quality L2/L3 support. Responsibilities include incident resolution, service restoration, problem management, change implementation, performance monitoring, vendor coordination, documentation, and continuous service improvement. You will collaborate with network, infrastructure, security, application, carrier, and contact center teams to maintain reliable and secure communication services. You will be part of a learning culture where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued. Required · 10+ years of experience in enterprise telephony, unified communications, or contact center voice implementation and support · Strong knowledge of SIP, VoIP, RTP, SRTP, dial plans, call routing, codecs, DTMF, and number normalization · Hands-on experience supporting voice gateways, Session Border Controllers, IP-PBX platforms, and PSTN or carrier connectivity · Experience troubleshooting call setup, one-way or no-way audio, call quality, registration, routing, signaling, and media issues · Knowledge of voice communication interfaces and services such as SIP trunks, ISDN, E1/T1, PRI, and emergency calling · Experience using packet capture and diagnostic tools such as Wireshark, SIP traces, logs, and platform monitoring utilities · Knowledge of LAN/WAN, TCP/IP, DNS, DHCP, NAT, firewalls, VLANs, QoS, and network considerations for real-time voice traffic · Experience with incident, problem, change, service request, SLA, availability, and major incident management processes · Ability to coordinate with telecom carriers, technology vendors, network teams, and application teams for service restoration · Ability to maintain support runbooks, configuration records, troubleshooting guides, change records, and operational reports · Ability to work independently, prioritize service-impacting issues, and communicate clearly with technical and business stakeholders · Must be available for rotational on-call and after-hours support, including planned maintenance activities Preferred · Experience supporting telephony services integrated with Genesys or other enterprise contact center platforms · Knowledge of Microsoft Teams Phone, Direct Routing, operator connectivity, or equivalent unified communications solutions · Experience with AudioCodes, Ribbon, Cisco, Avaya, Oracle, or equivalent voice gateways and Session Border Controllers · Knowledge of high availability, disaster recovery, capacity management, call recording, and voice security controls · Relevant vendor certification in voice, networking, unified communications, or contact center technologies · Technical bachelor’s degree or equivalent professional experience Personal Besides the professional qualifications of the candidates, we place great importance on the following personal attributes: · High analytical skills · A high degree of initiative and flexibility · High customer orientation · High-quality awareness · Excellent verbal and written communication skills · Ability to handle confidential information appropriately · Good conflict resolution and negotiation skills · Ability to work in a global delivery model and interact professionally with domestic and international professionals Why Infosys Infosys is a global leader in next-generation digital services and consulting. We enable clients in 45 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.