Sr. Telecom Support Engineer (TCF)

Overview

Design, implement and maintain Avaya voice solutions to keep communication systems running seamlessly, delivering 24x7 operational support for voice platforms.

What you'll do

• Maintain and troubleshoot Avaya ACD, AES, CMS, and System & Session Manager
• Maintain and troubleshoot Verint or other recording platforms
• Work with SIP technologies such as ACME SBCs and Cisco
• Support Aspect/Genesys dialers, Cisco CUCM/CVP, and Asterisk
• Produce voice-related documentation and validate customer audit documentation
• Apply ITIL V3 guidelines, service level management, change management, incident management, problem management and people management
• Budget, forecast capex and opex of network requirements
• Design, solution and standardize voice infrastructure
• Provide 24x7 operational support of voice devices, capacity planning, infrastructure audits and configuration of security policies
• Provide troubleshooting support and proactively monitor voice systems to minimize production downtime
• Communicate effectively with stakeholders including vendors, server, network and operations support teams
• Drive projects toward standard and automated infrastructure solutions that reduce cost and improve service delivery
• Provide Level 2 support for unresolved and multi-geo impacting Sev1 issues and prepare RCAs for Sev1 incidents
• Review RCAs for Sev1 and Sev2 incidents
• Design solutions for new site setups and core-level voice technologies
• Lead standardization and optimization initiatives and roll-out, and derive and deploy enterprise-level changes
• Provide resolution to chronic voice issues
• Provide RFP/RFQ/RFI support to the IT solutions team and represent CNX in technical calls with customers
• Evaluate new products and technologies, and create and publish configuration and design templates
• Control access to voice devices across Level 1 administrators
• Provide technical inputs to providers for changes and new requirements
• Complete all assigned mandatory training and take part in regular 1:1 meetings with your manager and/or direct reports

What you'll need

• Solid knowledge of IT leading practices, methodologies, processes and control frameworks, including but not limited to ITIL
• Strong working knowledge of voice technologies and services including Avaya ACD, AES, CMS, Verint recording platform, System/Session Manager, ACME SBCs, SIP, Aspect/Genesys dialer, and Cisco CUCM/CVP
• Good organizational skills, attention to detail, and the ability to troubleshoot and logically solve problems
• Effective communication and good documentation skills
• English language proficiency

Nice to have

• Knowledge of additional platforms such as Microsoft D365 and Genesys CCaaS

Details

• Location: Mumbai, India (Symphony IT Park)
• Full-time role
• 24x7 operational support required