Job Description

We are looking for a dedicated and technically skilled Voice Engineer to join our team, with proven experience supporting Avaya communication systems. The ideal candidate will have hands-on knowledge of Avaya SBC, Communication Manager, IPO, System Manager, Session Manager, and related telephony systems such as IVR, ACD Reporting Systems, Avaya One-X Client, and Call Recording Solution. This role also provides a career growth path into Cloud Contact Center (CCaaS) platforms. 

Job Requirements

•  Provide Level 2/3 technical support for enterprise telephony and contact center systems.
• Troubleshoot and resolve issues related to:
• Avaya Session Border Controller (SBC)
• Communication Manager
• IP Office
• System Manager
• Session Manager
• Call Management Systems
• Avaya One-X Client (including remote worker setup)
• Call Billing Software
• Call Recording Solutions
   
• Work closely with customers and internal teams to resolve incidents, service requests, and changes.
• Perform system configuration, patching, and documentation of solutions.
• Manage escalations to product principals when necessary. 
• Proactively learn and support other voice solutions such as Cisco CUCM, PCCE, and CCaaS platforms like Genesys Cloud and Talkdesk, as well as other technologies relevant to the customer experience domain, including Speech Analytics, Omnichannel solutions, AI Chatbots, WFM and more. 
• Participate in after-hours support or on-call rotation when necessary.
• Willing to travel locally and outstation.

Skills