Key Responsibilities:
- Install, configure, test, and provide technical support for UC/CX applications and telephony systems during project implementation and ongoing operations.
- Handle L1/L2 troubleshooting, including log collection and analysis, patching, updates, and issue resolution.
- Perform system health checks, monitoring, and preventive maintenance to ensure system availability and performance.
- Manage daily technical support cases, ensuring timely resolution and proper escalation of complex issues to senior engineers or vendor support.
- Document system configurations, changes, troubleshooting activities, and customer interactions accurately.
- Support and maintain customer environments while ensuring technical issues are properly tracked and followed up.
Requirements & Qualifications:
- Bachelor’s degree in Computer Engineering, Communications Engineering, Information Technology, or a related field.
- 2–3 years of experience in telephony systems and network fundamentals.
- Hands-on experience with Avaya Aura and Contact Center applications, including installation, configuration, and support.
- Experience supporting Oracle SBCs and Avaya IP Office (IPO).
- Good understanding of VoIP, SIP, routing, switching, and general networking concepts.
- Strong knowledge of Windows Server, SQL Server, and VMware ESXi environments.
- Familiarity with troubleshooting tools, log analysis, and system monitoring.
- Previous experience with Genesys, Splunk, or Cisco solutions is a plus.
