Executive Telephony & IT Support Kolkata, India

Behind every seamless customer conversation is a reliable technology team. Build yours with Fusion CX. Fusion CX is hiring an Executive Telephony & IT Support for our IT Shared Services Domestic team in Kolkata, India. If you're searching for IT jobs in Kolkata, telephony support jobs, VoIP jobs, IT support careers, contact center IT jobs, or Unified Communications jobs, this opportunity offers the chance to support enterprise telephony infrastructure, contact center technologies, and critical communication systems used across business operations. Working alongside experienced IT professionals, you'll help maintain voice platforms, troubleshoot technical issues, support contact center environments, and ensure reliable communication services that keep business operations running efficiently. Job Description: About the Role As an Executive Telephony & IT Support, you will provide first-line technical support for enterprise telephony systems, Unified Communications platforms, and contact center technologies. You'll troubleshoot voice-related issues, manage service requests, maintain user accounts, support outbound campaign operations, and ensure the availability of business-critical communication services. This role is ideal for IT professionals with experience in technical support, telephony environments, or contact center technologies who enjoy solving technical challenges in a fast-paced operational environment. Key Responsibilities Technical Support Provide Level 1 (L1) technical support for fixed-line voice and enterprise telephony services. Troubleshoot issues related to SIP trunks, PRI circuits, VoIP platforms, and voice infrastructure. Support Unified Communications (UC) platforms and enterprise telephony environments. Diagnose technical issues and escalate complex incidents to Level 2 or Level 3 support teams when required. Telephony Infrastructure Management Support and maintain fixed-line voice services, toll-free numbers, and enterprise telephony systems. Monitor the availability, reliability, and performance of voice services. Perform routine health checks and basic diagnostics on telephony infrastructure. Assist in maintaining stable communication services across the organization. Incident & Ticket Management Manage IT incidents, service requests, and support tickets through approved ticketing systems. Ensure timely incident resolution while meeting defined Service Level Agreements (SLAs). Support major incident management and coordinate with technical teams during service disruptions. Maintain accurate documentation of incidents, resolutions, and follow-up activities. Contact Center Technology Support Provide operational support for contact center platforms and telephony applications. Assist with configuration, monitoring, troubleshooting, and maintenance of contact center services. Support operational continuity by resolving technical issues affecting customer communication platforms. User & Access Management Create, modify, and manage telephony user accounts, extensions, and access permissions. Support employee onboarding and offboarding activities related to telephony and communication services. Ensure user access requests are completed accurately and securely. Outbound Operations Support Assist outbound campaign teams with dialing list preparation, data uploads, and campaign configuration. Validate dialing data and ensure campaign files are correctly formatted before execution. Support operational teams with technical requirements for outbound communication programs. Documentation & Knowledge Management Prepare and maintain technical documentation, Standard Operating Procedures (SOPs), and knowledge base articles. Document troubleshooting processes and technical resolutions to improve operational efficiency. Maintain accurate technical records and system documentation. Data Management & Reporting Use Microsoft Excel to manage operational data, dialing lists, reporting, and campaign-related information. Support reporting activities by maintaining accurate operational records and data files. Job Requirements: Education Graduation in any discipline is required. Experience Minimum 1 year of field or technical support experience is preferred. Experience supporting telephony, VoIP, Unified Communications, or contact center environments is an advantage. Skills & Competencies Knowledge of SIP, PRI, VoIP, and enterprise telephony systems. Basic understanding of Unified Communications platforms. Familiarity with contact center technologies and voice infrastructure. Experience working with ticketing or IT Service Management (ITSM) systems. Strong troubleshooting and analytical skills. Good understanding of Microsoft Excel and other Microsoft Office applications. Strong communication and documentation skills. Ability to manage multiple technical issues simultaneously. Customer-focused approach with