Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner

Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.

Must have skills : Unified Communication and Collaboration Operations

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

Results-driven individual specializing in Unified Communications and Contact Center operations with 8+ years of experience in designing, implementing, and optimizing enterprise voice platform. Expertise in AudioCodes SBC, Zoom Contact Center, and automation tools like Starfish, with a strong focus on high availability, secure SIP-based communications, and operational efficiency. Proven ability to lead global teams, align technology with business goals, and drive performance through analytics and workforce optimization.

Roles & Responsibilities:

• Architect and manage enterprise voice infrastructure using AudioCodes SBC, ensuring secure SIP routing, interoperability, and high availability across hybrid environments.
• Troubleshoot complex VoIP issues including SIP signaling, media flows, NAT traversal, and QoS optimization.
• Lead Zoom Contact Center administration, including IVR design, intelligent call routing and queue management.
• Implement and manage Starfish automation for user provisioning, lifecycle management, and configuration governance.
• Streamline onboarding/offboarding processes and eliminate manual errors through automation and real-time auditing.
• Collaborate with IT, Security, and business stakeholders to ensure compliance, data protection, and seamless integration with CRMs and ticketing platforms.
• Define operational playbooks, oversee change management, and lead platform upgrades and transformation initiatives.
• Manage vendor relationships (AudioCodes, Zoom, Starfish) and negotiate SLAs to ensure service reliability and performance.
• Translate business requirements into scalable technical solutions aligned with enterprise communication strategies.
  
  

Professional & Technical Skills:

• Unified Communications & Contact Center: AudioCodes SBC (Session Border Controllers), Zoom Contact Center / Zoom Phone, Call routing, IVR design, call flow optimization
• Protocols & Networking: SIP, VoIP, RTP, SRTP, TLS,NAT, Firewall, QoS optimization, Wireshark and SIP trace analysis
• Automation & Tools: Starfish (Provisioning, analytics, lifecycle management)
  
  

INEMsoft Endpoint Manager (device lifecycle & patch management)

• Core Competencies: Troubleshooting (SIP logs, ladder diagrams, SBC traces), Workforce Management (WFM/WFO), Vendor & Stakeholder Management
  
  

Change Management & Governance (ITIL-aligned)

• 10+ years of experience in telecommunications and contact center ecosystems with 4+ years in leadership roles.
• Strong expertise in enterprise SBC platforms (AudioCodes) and Zoom Contact Center solutions.
• Proven experience integrating third-party automation solutions (e.g., Starfish) within UC environments.
• Bachelor s degree in Telecommunications / IT / Computer Science (or related field).
• Certifications preferred: AudioCodes Certified Professional (ACP), Zoom Contact Center / Zoom Phone certifications.
• Demonstrated leadership in global delivery, strategic planning, and stakeholder engagement across distributed teams
  
  

Additional Information:

• The candidate should have minimum 7.5 years of experience in Unified Communication and Collaboration Operations.
• This position is based at our Pune office.
• A 15 years full time education is required.