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Voip Pbx Cc Crm Support Tech Lead

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HoduSoft

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Location:
India , Ahmedabad

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

We are looking for a highly skilled and experienced VOIP PBX CC CRM Support Tech Lead to manage and lead a technical support team while ensuring the smooth operation and maintenance of VOIP, PBX, Contact Center (CC), and CRM systems. In this role, you will not only handle complex system support tasks but also lead, guide, and mentor a team of support engineers to deliver top-tier service for these critical technologies. This includes working with Linux-based systems (CentOS 7, Debian 12), MariaDB, FreeSWITCH, OpenSIPS, RTPengine, and key CRM/helpdesk platforms such as Zoho, Salesforce, Freshdesk, and Zendesk.

Job Responsibility:

  • Lead, mentor, and manage a team of support engineers/technicians
  • Assign support tasks, set priorities, and ensure the team adheres to service-level agreements (SLAs)
  • Conduct performance reviews, coaching sessions, and provide continuous learning opportunities
  • Act as the first point of escalation for complex technical issues
  • Troubleshoot and resolve technical issues with PBX systems, VoIP protocols (SIP, RTP), and contact center solutions (ACD, IVR)
  • Manage incident resolutions effectively
  • Ensure the support team logs, tracks, and resolves incidents based on defined SLAs
  • Oversee root cause analysis of recurring issues
  • Oversee the continuous monitoring of VOIP, PBX, CRM, and contact center systems for performance and availability
  • Optimize FreeSWITCH and OpenSIPS configurations
  • Ensure RTPengine is performing optimally for media relay
  • Work with the team to maintain Linux (CentOS 7, Debian 12) servers, MariaDB database performance, and ensure system backups
  • Collaborate with engineering, network, and infrastructure teams
  • Work with vendors and service providers to resolve critical issues
  • Act as a liaison between technical and non-technical teams
  • Ensure that all troubleshooting steps, system configurations, and incident resolutions are well-documented
  • Manage and continuously update internal knowledge bases
  • Lead efforts to maintain secure configurations for Linux servers, MariaDB databases, and FreeSWITCH systems
  • Collaborate with security teams to perform system audits
  • Ensure compliance with industry regulations (e.g., GDPR, HIPAA)
  • Manage relationships with third-party vendors for telephony, CRM, and contact center tools
  • Coordinate with external service providers to resolve incidents
  • Lead and manage initiatives for continuous improvement in the technical support process
  • Collect feedback from users and stakeholders
  • Implement automation and system optimizations
  • Track and report key performance indicators (KPIs)
  • Provide senior management with insights based on metrics
  • Review and analyze support ticket trends

Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience)
  • 5+ years of experience supporting VOIP, PBX, CRM, and Contact Center (CC) technologies
  • At least 2+ years in a leadership or senior support role
  • Strong experience with Linux (CentOS 7, Debian 12) system administration and troubleshooting
  • Hands-on experience with MariaDB database management
  • Experience managing telephony platforms like FreeSWITCH, OpenSIPS, and RTPengine
  • Proficiency in integrating and supporting Zoho, Salesforce, Freshdesk, Zendesk
  • Experience with system monitoring tools (e.g., Nagios, Zabbix, Prometheus)
  • Strong understanding of VOIP protocols (SIP, RTP), PBX systems (FreeSWITCH, OpenSIPS)
  • Proficient in Linux server administration, including performance tuning, system security, and database optimization
  • Experience managing system integrations between telephony and CRM platforms
  • Familiarity with automation tools (Ansible, Puppet, Chef)
  • Ability to troubleshoot issues across the entire technology stack

Nice to have:

  • Relevant certifications in telephony (e.g., FreeSWITCH, Asterisk), Linux, or CRM platforms (e.g., Salesforce)
  • ITIL or similar certifications are a plus

Additional Information:

Job Posted:
March 05, 2026

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