Software Consultant

About the Job

As a Technical Consultant, you will play a client-facing, solution-oriented role responsible for designing, implementing, and optimizing Company's products within customer environments.

This position requires strong consulting mindset, where you translate business requirements into scalable technical solutions and act as a trusted advisor to customers.

You will work closely with customers, partners, delivery teams, and pre-sales to ensure successful solution design, deployment, and adoption, while driving business value.

Key Responsibilities

Solution Consulting & Design

• Engage with customers to understand business requirements and translate them into technical solution architectures

• Provide best practice recommendations aligned with telecom/contact center ecosystems

• Prepare solution design documents, architecture diagrams, and integration flows

• Support pre-sales teams with technical inputs, demos, and solution positioning

Implementation & Delivery

• Lead end-to-end implementation lifecycle including configuration, deployment, and go-live for Company Solutions in customer environments & company lab.

• Ensure high-quality delivery across multiple parallel projects

• Perform system integration across CRM, middleware, customer host, telecom platforms & others.

Customer Engagement

• Act as a primary technical point of contact for clients

• Collaborate with customer IT, business teams, and vendors

• Drive requirement workshops, SIT & UAT support, and production readiness

• Provide technical guidance and training to customer stakeholders

Troubleshooting & Optimization

• Diagnose and resolve complex application, integration, and infrastructure issues

• Optimize system performance and scalability

• Strong SQL and database troubleshooting skills with the ability to analyze transactional and application data for issue diagnosis and operational insights

• Basic knowledge of data analytics and system performance analysis for troubleshooting and reporting purposes

• Support post-go-live stabilization and continuous improvements

• Collaboration & Internal Alignment

• Work closely with Product, Engineering, and Support teams

• Provide feedback to improve product features and implementation processes

• Contribute to documentation, reusable frameworks, and knowledge base

Technical Skills & Experience

• 4+ years of experience in telecom / contact center / enterprise application implementation

• Strong hands-on experience in:

• Java (Core Java, Servlets, JSP) or .NET (C#, VB.NET)

• Web services (REST/SOAP), APIs, and integrations

• Docker containerization

• Kubernetes (K8s) orchestration

• Terraform for Infrastructure as Code

• CI/CD pipelines (Azure DevOps, Jenkins, GitHub Actions, GitLab CI/CD, etc.)

• Hands-on experience deploying applications on AWS/Azure/GCP or any cloud platforms.

Experience with:

• Application servers: Tomcat, WebLogic, WebSphere, IIS

• Databases: Oracle / MSSQL / MySQL / PostGreSQL

• Windows/Linux environments

• Strong understanding of networking, load balancers, SSL certificates, reverse proxies, and application security

Preferred Skills

• Experience in telecom/contact center ecosystems

• Exposure to Avaya platforms, IVR systems, or omnichannel solutions

• Experience with monitoring and logging tools such as Prometheus, Grafana, ELK, or Splunk

• Knowledge of microservices architecture and API gateway technologies

• Exposure to hybrid cloud and DMZ-based enterprise deployments

Soft Skills

• Strong analytical and troubleshooting skills

• Excellent communication and stakeholder management abilities

• Ability to work independently in customer-facing environments

• Strong documentation and presentation skills

• Ability to manage multiple customer engagements simultaneously

Success Criteria

• Successful and timely project delivery

• Stable and scalable production deployments

• Reduced deployment effort through automation

• High customer satisfaction and adoption

• Minimal post-go-live issues and downtime

• Create strong customer connect for generation of cross sell & upsell opportunities

• Identify opportunities for product feature enhancements