Support Engineer

Job Description – Support Engineer (On-Site) – MultyComm

Role Overview

MultyComm is a fast-growing Unified Communications and Contact Centre platform offering Voice, Video, Messaging, AI and CRM integrations across cloud and hybrid environments. We are looking for a highly skilled and hands-on Support Engineer who will be deployed on-site at customer locations to provide real-time technical support, dialer configuration, and VoIP troubleshooting.

The ideal candidate must have prior experience in Call Centre / Dialer environments, strong troubleshooting skills, and deep understanding of VoIP, Linux, and network fundamentals.

Key Responsibilities

1. Voice and Network Troubleshooting

• Diagnose and resolve voice quality issues, latency, jitter, packet loss, echo, and one-way audio.
• Troubleshoot network connectivity issues at agent desktops and call centre infrastructure.
• Coordinate with ISP, telco, and IT teams for resolution.
• Identify root causes related to:
• Firewall and NAT configuration
• SIP and RTP traffic
• Bandwidth and QoS
• VPN / IPSEC tunnels
• Perform system health checks and proactive monitoring.

2. Dialer Configuration and Management

• Configure and manage:
• Outbound dialer campaigns
• Predictive, progressive, and preview dialers
• Lead upload and campaign mapping
• Call routing logic
• Manage campaign performance and troubleshooting.
• Monitor agent utilization and dialer performance.

3. IVR and Call Flow Setup

• Design and configure IVR workflows and call routing logic.
• Create and modify:
• IVR menus
• Time-based routing
• Skill-based routing
• Failover and fallback logic
• Integrate IVR with CRM, API, and backend systems.

4. API and CRM Integration Support

• Understand and configure integrations between MultyComm dialer and CRM platforms such as:
• Zoho
• Salesforce
• HubSpot
• Custom APIs
• Assist in troubleshooting:
• Webhooks
• REST APIs
• Authentication and tokens
• Work with customer IT teams to ensure data flow and synchronization.

5. User, Queue and Campaign Management

• Configure and manage:
• Users and agent extensions
• Call queues and skills
• Supervisor dashboards
• Campaign permissions
• Handle onboarding and offboarding of users.
• Maintain system configuration documentation.

6. Reporting and Data Analysis

• Generate reports and analyze call centre performance.
• Work with:
• Excel
• CSV databases
• Pivot Tables
• Advanced filters and dashboards
• Provide actionable insights on:
• Agent performance
• Campaign effectiveness
• Call metrics and KPIs.

7. VoIP Troubleshooting

• Analyze SIP call logs and debug call failures.
• Use tools such as:
• Wireshark
• sngrep
• tcpdump
• Identify issues like:
• SIP 403 / 488 / 603 errors
• Codec mismatches
• Registration failures
• DND and telco errors
• Work closely with telco partners and network teams.

8. SIP Protocol and Call Flow Understanding

• Strong understanding of:
• SIP signaling
• RTP streams
• Session routing
• Codec negotiation
• Call setup and teardown
• Ability to interpret SIP traces and debug live issues.

9. GSM Gateway and Hardware Configuration

• Configure and troubleshoot:
• GSM gateways
• E1 PRI gateways
• SIP trunks
• Media gateways
• Work with vendors like:
• Dinstar
• Sangoma
• Synway
• Perform on-site installation and maintenance.

10. Linux System Administration

• Install and manage applications on Linux servers.
• Perform tasks such as:
• Service monitoring
• Log analysis
• Network troubleshooting
• Firewall configuration
• System performance monitoring
• Work with:
• Debian / Ubuntu
• Shell commands
• SSH and remote access.

11. Customer Interaction and Communication

• Act as the primary on-site technical contact.
• Communicate clearly with:
• Customer stakeholders
• IT and network teams
• Business and operations teams.
• Provide training and system walkthroughs to agents and supervisors.
• Maintain professional and client-focused communication.

Mandatory Requirements

• Prior hands-on experience in Call Centre / Dialer / Contact Centre environment.
• Strong knowledge of VoIP and SIP troubleshooting.
• Experience in:
• Dialer and PBX administration
• Campaign and queue configuration
• GSM and SIP gateway setup
• Linux systems
• Expertise in:
• Excel and Pivot Tables
• Data analysis and reporting
• Experience with Wireshark and SIP debugging.
• Ability to read and understand SIP call flows.
• Strong communication and customer-handling skills.

Preferred Qualifications

• Diploma / Degree in:
• Computer Science
• Electronics
• Telecommunications
• Networking
• Certifications (added advantage):
• VoIP or SIP related
• Linux Administration.

Experience

• 2 to 7 years in:
• Contact Centre technology
• VoIP / Dialer support
• Telecom or UCaaS environment.

Key Skills

• VoIP, SIP, RTP
• Linux and Networking
• Call Centre Dialers
• IVR Design
• API and CRM integrations
• Excel and Reporting
• GSM Gateway configuration
• Troubleshooting and root cause analysis
• Customer communication.

Location

• On-site deployment at customer locations (India / UAE / global as required).

Why Join MultyComm?

• Work on cutting-edge AI-enabled UCaaS and Contact Centre platform.
• Exposure to global telecom and enterprise customers.
• Opportunity to work with modern technologies:
• AI voice agents
• Deepgram
• Cloud telephony
• Omnichannel communications.
• Fast-growing and innovation-driven company.