Job Description
Job Title:  TECHNO FUNCTIONAL CONSULTANT L1(CONTRACT)
City:  Hyderabad
State/Province:  Telangana
Posting Start Date:  9/29/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Role Purpose

The purpose of this role is to bridge client's functional and technical requirements at the module level by assisting in outlining technical specifications, performing basic configuration, and troubleshooting initial system issues.

͏

Areas of Responsibility

Requirement Gathering-Understand the functional requirements and assist in translating these into technical specifications.

Configuration and Customisation-"Assist in performing coding, configuration, and minor customisations as per defined design and development standards."

Technology Harmonisation-Support integration testing by validating interface behaviour and identifying basic issues.

Troubleshooting and optimisation-Support troubleshooting activities and help resolve basic technical issues related to performance or configuration of a specific module.

Documentation-Assist in preparing user documentation, configuration notes, and testing artefacts for a specific module.

͏

͏

͏

Location :- Hyderabad / chennai

Rate :- 170K/M

Exp :- 8+ yrs

70% Contact Centre/Telephony Engineer + 20% Linux/Automation Engineer + 10% Technical Business Analyst/Stakeholder Support role.

  • Strong Genesys/Cisco/NICE contact center experience
  • Good understanding of SIP/VoIP networking
  • Hands-on Linux administration skills
  • Basic to intermediate Python automation skills
  • Experience handling production incidents and escalations
  • Ability to support a 24x7 global contact center environment
  • Exposure to contact center modernization or migration programs

 

1. ROLE SUMMARY

The Client operates an internal contact center platform supporting its own helpdesk and employee support organizations. The helpdesk runs continuously and the platform serves users worldwide.

The Client is seeking a contracted Contact Center Systems Engineer to support and maintain the incumbent commercial platform while contributing to the implementation of a successor platform built on open-source telephony components. The resource joins a small distributed engineering group and coordinates with Client engineers in other regions.

 

2. SCOPE OF WORK

2.1 Stakeholder and operational support

  • Act as a technical point of contact for Client support stakeholders — primarily operational leads, team leads, helpdesk leadership, and training staff — in any region, for requests arising during the coverage window
  • Coordinate with Client cross-functional channel teams across voice, chat, task, and email, whose members may be located in any region regardless of meeting time zone
  • Attend recurring and ad hoc meetings scheduled within Pacific business hours, recognizing that other participants may be joining from outside AMR
  • Gather workflow and usability feedback from operational leads and submit improvement recommendations for Client prioritization
  • Provide technical input, constraints, and requirements into Client-led design and architecture discussions
  • Support onsite technical needs at the Elk Grove site where physical presence or site-specific knowledge is required

2.2 Platform configuration and maintenance — incumbent platform

  • Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels, per approved change requests
  • Troubleshoot issues spanning voice, network, and application layers
  • Diagnose and remediate voice quality issues including latency, jitter, packet loss, and codec faults
  • Support number provisioning, porting, and regional routing configuration in coordination with Client-managed carrier relationships
  • Resolve assigned incidents and defects within the Client's ticketing and defect-tracking systems

2.3 Successor platform implementation support

  • Provide configuration and implementation support for a next-generation platform based on open-source telephony components (e.g. FreeSWITCH, Kamailio) integrated with Client-developed services
  • Analyze existing routing logic and produce mapping documentation for the target architecture
  • Build and validate configurations in Linux-based environments
  • Execute feature-parity testing between platforms and report results ahead of approved cutover
  • Author runbooks and configuration documentation for Client retention

2.4 Incident response — global

  • Serve as first-line technical responder for platform incidents arising during the scheduled shift, in any region the platform serves
  • Respond to in-shift questions and escalations from operational leads in any region, including regions whose local business hours fall outside the coverage window
  • Triage, diagnose, and where within scope resolve incidents; otherwise escalate per §4
  • Accept handover of in-flight incidents at start of shift and hand over open incidents at end of shift
  • Record timeline, actions, and root-cause findings in the Client's incident system
  • Contribute to post-incident reviews and implement approved preventative controls

2.5 Automation and quality

  • Review automation code and test coverage in coordination with the Client's automation engineer
  • Identify recurring manual operational tasks and propose automation candidates
  • Execute QA testing for features, upgrades, and integrations ahead of production release

2.6 Requirements and release support

  • Serve as technical liaison between Client support organizations and Client development teams for assigned tools
  • Translate stated business needs into documented technical requirements for Client review
  • Support UAT execution and cutover readiness verification


3. REQUIRED QUALIFICATIONS

Platform and telephony

  • 3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable)
  • Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment
  • Demonstrated experience troubleshooting call flows, routing logic, and media path issues
  • Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS

Engineering

  • Proficiency in Linux environments: service configuration, log analysis, command-line troubleshooting
  • Proficiency in at least one scripting or programming language (Python, JavaScript, Bash, or comparable)
  • Experience integrating systems via REST APIs and webhooks
  • Experience with Git and standard deployment workflows

Working practices

  • Demonstrated ability to triage, prioritize, and resolve production issues under time pressure
  • Ability to make documented progress against incomplete requirements and raise gaps promptly
  • Clear written and verbal communication, including translating technical detail for non-technical stakeholders
  • Effective collaboration across time zones and functions, including structured shift handover and supporting stakeholders in regions other than the resource's own
  • Sound judgment on escalation thresholds and handover quality

4. PREFERRED QUALIFICATIONS

  • Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
  • Prior participation in a contact center platform migration or replacement
  • SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
  • Infrastructure as Code: Terraform, Ansible, or comparable
  • Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog
  • SQL and relational database fundamentals
  • Automated voice testing platforms (Cyara or comparable)
  • Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analytics
  • Familiarity with telecom regulatory requirements including call recording consent and data residency
  • ITIL / ITSM framework familiarity

5. EDUCATION

Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent demonstrated practical experience.

 

 

Mandatory Skills: Contact Center .

 

Experience: 5-8 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Information at a Glance

Get Job Alerts

Receive notifications when we have open roles and get other relevant career news


Register >
 

Join Us

Explore open roles that match your interests and skills


Search Jobs >
 

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.