Senior Voice Engineer

Job Description: L2 Voice Support Engineer (Avaya & Verint)

Location: Noida (Client Site)

Experience: 35 Years

Shift: 24x7 Rotational Shifts (5 Days Working)

Employment Type: Dedicated Resource (Service Provider Client Deployment)

Role Level: L2 Voice Support

Positions: 1

Reporting Structure: 3 (L1 escalation L2 L3)

Key Responsibilities

• Provide L2 support for Avaya Aura Communication Manager , Session Manager , and associated voice platforms.
• Troubleshoot and resolve escalated voice incidents related to:
• SIP trunks
• Call routing
• Voice quality (QoS, latency, jitter, packet loss)
• Manage, configure, and maintain Verint Call Recording Systems , including:
• System configuration
• Upgrades and patching
• Incident troubleshooting
• Perform root cause analysis (RCA) for recurring voice issues and implement preventive solutions.
• Collaborate closely with the L1 support team for ticket escalations, mentoring, and documentation.
• Coordinate with OEMs and vendors for hardware/software issues and patch management.
• Ensure compliance with voice security standards , best practices, and organizational policies.
• Participate in voice infrastructure projects , migrations, upgrades, and capacity planning initiatives.
• Maintain accurate and up-to-date documentation for:
• Configurations
• Changes
• Incident resolutions and SOPs

Required Skills & Qualifications

• 35 years of experience in enterprise voice support (L2 level) .
• Strong hands-on experience with:
• Avaya Aura Communication Manager
• Avaya Session Manager
• SIP Trunking
• Experience with Verint Call Recording systems.
• Good understanding of:
• VoIP protocols (SIP, RTP)
• QoS and network fundamentals
• Experience working in ITIL-based support environments .
• Ability to work in 24x7 rotational shifts .
• Strong troubleshooting, documentation, and communication skills.

Thanks & Regards ,

Rithum Syohi ,