Role Summary:
We are seeking an experienced Senior Voice Engineer with strong expertise in Avaya Voice Infrastructure, Unified Communications, Contact Centre technologies, and Voice Automation. The engineer will provide L3 support, lead complex troubleshooting activities, drive voice transformation initiatives, and develop automation solutions to improve operational efficiency and service reliability.
Key Responsibilities
· Provide L3 support for enterprise voice and unified communication environments.
· Act as the highest technical escalation point for voice-related incidents and outages.
· Troubleshoot complex issues involving Avaya telephony, SBCs, SIP trunks, call routing, and contact centre platforms.
· Perform root cause analysis (RCA) and implement permanent fixes.
· Lead voice migrations, upgrades, and transformation projects.
· Support major incidents and customer escalation calls.
· Collaborate with network, security, and application teams to resolve cross-functional issues.
· Develop and maintain automation solutions for voice operations and monitoring.
· Create operational dashboards, reports, and health-check assessments.
· Work with telecom providers for SIP, PRI, and circuit-related issues.
· Maintain technical documentation, call flows, and operational procedures.
· Mentor L1/L2 engineers and provide technical guidance.
Mandatory Technical Skills
Avaya Voice Technologies
· Avaya Aura Communication Manager
· Avaya Session Manager
· Avaya System Manager
· Avaya Session Border Controller (SBCE)
· Avaya Media Gateway (G430/G450/G650)
· Avaya CMS Reporting
· Avaya Contact Center / Elite
· Avaya IP Office (good to have)
Voice & UC Technologies
· SIP Protocol Analysis
· H.323
· VoIP Call Flow Troubleshooting
· SIP Trunk Management
· Dial Plan Design
· Session Management
· Call Routing & Call Recording
· Voice QoS Analysis
· SBC Administration
Contact Centre Technologies
· Avaya Contact Center
· Call Vectoring
· VDN & Hunt Groups
· CMS Reporting
· Workforce Management Integration
· IVR Integration
Automation Skills (Mandatory)
· Python Scripting
· REST API Integration
· Automation using Ansible
· PowerShell Scripting
· Log Collection & Analysis Automation
· Health Check Automation
· Automated Configuration Backup & Validation
· Dashboard Automation using Grafana, Power BI, or equivalent
· SNMP & API-based Monitoring Integration
Preferred Automation Use Cases
· Automated Voice Infrastructure Health Checks
· SIP Trunk Monitoring & Alerting
· Automated Incident Diagnostics
· Configuration Compliance Validation
· Voice Gateway Backup Automation
· Call Quality Analytics Reporting
· Capacity & Utilisation Reporting
· Automated Certificate Monitoring
· Change Validation Automation
· SLA & KPI Reporting Automation
Additional Skills
· Wireshark Packet Analysis
· Telecom Carrier Coordination
· ITIL Incident, Problem & Change Management
· Monitoring Tools (SolarWinds, PRTG, Splunk, NetBrain)
· Microsoft Teams Voice Integration (Direct Routing)
· AudioCodes SBC (Preferred)
Certifications (Preferred)
· Avaya Certified Specialist (ACS)
· Avaya Certified Implementation Specialist (ACIS)
· CCNP Collaboration
· Microsoft Teams Voice Engineer (MS-720)
· Python or Automation Certifications
Key Competencies
· Strong customer-facing communication skills.
· Ability to manage critical voice incidents independently.
· Excellent troubleshooting and analytical skills.
· Experience supporting large enterprise voice environments.
· Capability to drive automation and operational improvement initiatives.
· Willingness to work onsite and participate in on-call support rotation
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