Tech Lead - Cloud Technologies N 4C

Tech Lead - Cloud Technologies N

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Senior Telecom Analyst

The Senior Telecom Analyst is responsible for the administration, configuration, support, and ongoing optimization of the enterprise voice and contact center environment, including Amazon Connect and Avaya telephony platforms. This role serves as a technical subject matter expert for contact center technologies, voice infrastructure, telephony services, and carrier management. The analyst will support daily operations, incident resolution, Moves/Adds/Changes (MACs), telecom provisioning, DID inventory management, carrier relationships, number porting, platform configuration, and technology enhancements that enable exceptional employee and customer experiences. This position partners closely with Contact Center Operations, Infrastructure, Networking, Security, and business stakeholders to ensure highly available, secure, and scalable telecommunications services.

Key Responsibilities

• Administer, configure, and support the Amazon Connect platform including contact flows, queues, routing profiles, user administration, agent configurations, call recording, and reporting.
• Support integrations between Amazon Connect and enterprise applications.
• Troubleshoot contact center issues impacting voice, chat, routing, agent functionality, and customer experience.
• Administer and support Avaya VoIP telephony environments.
• Configure and maintain dial plans, call routing, hunt groups, call queues, and voice services.
• Perform telecom Moves, Adds, Changes, and Deletes (MACD) requests.
• Manage enterprise DID inventory and lifecycle management.
• Lead telephone number porting activities and coordinate with telecom carriers and vendors.
• Provide Tier 2 and Tier 3 operational support for telecommunications services.
• Participate in incident response, root cause analysis, and problem management activities.
• Support telecom modernization, migration, and contact center transformation initiatives.
• Create and maintain telecom documentation, standards, and operational runbooks.

Required Qualifications

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, or equivalent experience.
• 5+ years of telecommunications, contact center, or voice infrastructure experience.
• 3+ years of hands-on Amazon Connect administration and configuration experience.
• 3+ years supporting Avaya telephony platforms.
• Experience managing DID inventories, number provisioning, and telecom porting activities.
• Strong understanding of VoIP, SIP trunking, call routing, and telephony architecture.
• Experience troubleshooting contact center and telephony environments.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience supporting enterprise-scale contact center environments.
• Familiarity with AWS services supporting Amazon Connect.
• Experience with workforce management, call recording, and contact center analytics platforms.
• Knowledge of carrier contracts, telecom billing, and telecom expense management.
• AWS or Amazon Connect certifications.
• ITIL Foundation certification.

Success Factors

The ideal candidate is a hands-on telecom professional who can balance operational support with strategic improvements, manage complex contact center and telephony environments, and ensure reliable communications services for both customer-facing and internal support teams.

 

Shift timings are mountain standard time

Qualifications

Bachelors - Cloud Computing, Bachelors - Computer Science, Bachelors - Information Technology, Bachelors - Network Engineering, Masters - Computer Science

Certifications

Microsoft Certified: Azure Administrator (AZ-104) - MicrosoftMicrosoft

Required Skills

AWS Administration

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Cloud Technologies N

Remote Type -

Hybrid

Work Shift -

Flex Time (India)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    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.  
Let’s 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.