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 ,
8448992298
