Principal Swarm Lead (Voice Specialist Service Cloud)

TL;DR

Principal Swarm Lead (Voice Specialist Service Cloud): Leading troubleshooting and resolution of voice systems and VoIP issues within Service Cloud Voice environment with an accent on SIP trunking, SBC debugging, and real-time problem solving. Focus on managing swarming activities, mentoring technical support engineers, and ensuring high-quality voice service delivery under SLA constraints.

Location: India - Hyderabad or Bangalore

Company

hirify.global is a leading global software and SaaS corporation specializing in CRM and cloud solutions.

What you will do

• Troubleshoot and resolve voice system and VoIP issues meeting SLA and compliance standards.
• Monitor call quality, performance, and availability of voice systems.
• Lead and facilitate swarming activities for technical support engineers on escalated and critical cases.
• Collaborate with IT, network teams, and external vendors/carriers to ensure seamless communication services.
• Conduct mentoring, best practice sessions, and quality reviews of investigations.
• Drive improvements to reduce time to resolution, case transfers, and escalations.

Requirements

• Location: Must be based in Hyderabad or Bangalore, India
• English: Proficient communication skills required
• BTech/BS degree preferred with 5+ years engineering/programming experience.
• Strong expertise in SIP trunking, SBCs, VoIP protocols, and troubleshooting tools like Wireshark and Homer.
• Ability to work flexible shifts including night shifts (AMER PST).

Nice to have

• Experience with hirify.global CRM and Service Cloud Voice.
• Knowledge of Session Border Controllers and related voice integration technologies.

Culture & Benefits

• Work in a global leading SaaS company with strong technical focus.
• Opportunities for mentoring and leadership within technical support teams.
• Shift flexibility to accommodate global business needs.