Technology Analyst

Role - Technology Analyst Technology - Enterprise Telephony, SIP and VoIP Location - Stockholm, Sweden Business Unit - ENGNECC Compensation - Competitive (including bonus) Job Description Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you. At Infosys, we assure that your career will never stand still, we will inspire you to build what's next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people. Your role In the role of Technology Analyst, you will provide operational support for enterprise telephony and contact center voice services. You will obtain and maintain deep knowledge of the customer's voice infrastructure, applications, integrations, technical environment, and business operations to deliver high-quality L2/L3 support. Responsibilities include incident resolution, service restoration, problem management, change implementation, performance monitoring, vendor coordination, documentation, and continuous service improvement. You will collaborate with network, infrastructure, security, application, carrier, and contact center teams to maintain reliable and secure communication services. You will be part of a learning culture where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued. Required · 7 to 10 years of experience in enterprise telephony, unified communications, or contact center voice implementation and support · Strong knowledge of SIP, VoIP, RTP, SRTP, dial plans, call routing, codecs, DTMF, and number normalization · Hands-on experience supporting voice gateways, Session Border Controllers, IP-PBX platforms, and PSTN or carrier connectivity · Experience troubleshooting call setup, one-way or no-way audio, call quality, registration, routing, signaling, and media issues · Knowledge of voice communication interfaces and services such as SIP trunks, ISDN, E1/T1, PRI, and emergency calling · Experience using packet capture and diagnostic tools such as Wireshark, SIP traces, logs, and platform monitoring utilities · Knowledge of LAN/WAN, TCP/IP, DNS, DHCP, NAT, firewalls, VLANs, QoS, and network considerations for real-time voice traffic · Experience with incident, problem, change, service request, SLA, availability, and major incident management processes · Ability to coordinate with telecom carriers, technology vendors, network teams, and application teams for service restoration · Ability to maintain support runbooks, configuration records, troubleshooting guides, change records, and operational reports · Ability to work independently, prioritize service-impactin…