Key Responsibilities

• vPBX System Management: Administer, configure, and maintain our 3CX PBX system (currently v20), including updates, backups, and performance tuning.
• Call Center Operations: Design, configure, and support advanced call routing, IVR menus, and call queues for our multi-department call centers (Inbound Medical Insurance, Inbound General Insurance, and Outbound Telemarketing).
• Integration and Reporting: Manage and support the integration between 3CX and our CRM (Bitrix24), as well as Active Directory. Develop and maintain custom reports to track key call center KPIs, such as time in IVR, abandoned calls, customer satisfaction, and script adherence.
• Endpoint Device Management: Deploy, configure, and provide ongoing support for a range of IP desk phones (Fanvil, Grandstream, etc.) and softphones (3CX App, etc.).
• Network Configuration: Configure and manage network services, including NTP servers, to ensure all telephony devices maintain correct time synchronization, especially after power cycles.
• Carrier & Gateway Management: Install, configure, and troubleshoot GSM gateways and manage SIP trunks from various telecommunication providers to ensure optimal call routing and quality.
• Troubleshooting & Support: Act as the primary point of contact for resolving all VoIP-related issues, from call quality problems to hardware malfunctions.
• Monitoring & Optimization: Proactively monitor the health of the VoIP system, identify areas for improvement, and implement solutions to enhance performance and reliability.
• Documentation: Create and maintain comprehensive documentation for system configurations, network diagrams, and user guides in Confluence.

Required Skills and Qualifications

• Proven hands-on experience as a VoIP Engineer or in a similar telecommunications role, preferably in a call center environment.
• In-depth knowledge and administrative experience with 3CX PBX (experience with v20 is highly advantageous), including its advanced call center features and reporting capabilities.
• Demonstrated experience in integrating VoIP systems with external platforms like CRM (experience with Bitrix24 is a strong plus) and Active Directory.
• Strong understanding of VoIP protocols and technologies, including SIP, RTP, and SDP.
• Proficiency in configuring and troubleshooting IP desk phones and softphones from various manufacturers.
• Solid foundation in networking principles, including TCP/IP, DNS, DHCP, VLANs, and QoS for voice traffic.
• Excellent problem-solving and analytical skills with the ability to diagnose complex technical issues.
• Language skills: Fluency in Azerbaijani, English (B2), Russian (C1).

Preferred Qualifications

• 3CX Certification (e.g., 3CX Certified Engineer).
• Experience with scripting for automation (e.g., PowerShell, Python).
• Familiarity with virtualization platforms (VMware).
• Experience with both Windows and Linux server environments.