Role Summary
Owns day-to-day engineering and operations of the TLCx enterprise network across US delivery sites and cloud environments: LAN/WAN, wireless, firewalls, VPN, and the voice-grade QoS that contact center operations depend on. Carries both project work (site buildouts, refreshes, client connectivity) and operational ownership (monitoring, incident response, change management).
Key Responsibilities
- Engineer, configure, and maintain switching, routing, and wireless infrastructure across delivery sites and corporate environments
- Administer firewalls and security appliances: rule management, VPN (site-to-site and remote access), segmentation, change control
- Own QoS design and enforcement for real-time voice traffic; troubleshoot latency, jitter, and packet loss affecting contact center operations
- Manage SD-WAN and site connectivity, including carrier circuits, failover validation, bandwidth capacity planning
- Support SIP trunking and telephony network dependencies alongside Build tier platform engineers
- Stand up and document client-dedicated connectivity: VPN tunnels, private circuits, segmented VLANs per client security requirements
- Produce and maintain network diagrams, IP schemas, and configuration baselines for client security assessments/audits (PCI-DSS, HIPAA, IRS 1075)
- Execute evidence requests for vendor risk assessments: firewall rule reviews, segmentation validation, penetration test remediation
- Operate network monitoring/alerting; triage and resolve incidents within SLA, escalate per runbook
- Participate in on-call rotation covering India business hours with defined US overlap
- Conduct root cause analysis for P1/P2 incidents; deliver written RCA within 48 hours
Required Qualifications
- 4–8 years hands-on network engineering in enterprise or managed services environments
- Production experience with enterprise switching/routing (Cisco, Aruba, Fortinet, or equivalent) and firewall administration
- Demonstrated experience supporting voice/RTP traffic and QoS in contact center or UC environments
- Working knowledge of SD-WAN, IPsec VPN, BGP/OSPF, network segmentation design
- Experience producing audit-ready network documentation and supporting compliance assessments
- CCNA or equivalent certification (CCNP preferred)
- Strong written and spoken English
Preferred Qualifications
- BPO, contact center, or managed services delivery environment background
- Exposure to Meraki or Ubiquiti UniFi fleets in branch environments
- Experience with network automation (Python, Ansible) and infrastructure-as-code
- Prior work in regulated environments (healthcare, government, financial services)
Location: India - Brick & Mortar Facility (Bengaluru, Hyderabad, or Pune)
Engagement: Contract to Hire | 12-Month Initial Contract
Level: Mid-Senior (4–8 years experience)
Reports To: US-based CTO / Infrastructure Lead