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 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

Unified Communications and Voice Engineering professional with 5–8+ years of experience in designing, deploying, and supporting enterprise telephony and contact center solutions. Specialized in AudioCodes SBC, Zoom Contact Center, and cloud-based telephony integrations, with strong expertise in SIP/VoIP troubleshooting, UC health monitoring, and L2/L3 escalation management. Proven ability to deliver reliable, secure, and scalable communication solutions in hybrid environments.

Roles & Responsibilities:

• Telephony & Unified Communications: Design, deploy, and support AudioCodes SBCs for routing, normalization, and secure SIP communication.
  
  

Integrate SBCs with platforms such as Zoom Phone and external PSTN/SIP trunk providers. Configure and maintain high availability (HA) setups and perform firmware upgrades.

• Zoom Contact Center & UC Operations: Manage and optimize Zoom Contact Center operations, including call routing, IVR design, and queue configuration.
  
  

Monitor UC platform health and administer Zoom Phone extensions using Starfish. Analyze agent performance and generate operational reports to enhance service delivery.

• Automation & Endpoint Management: Utilize Starfish for provisioning, monitoring, and administration of UC environments. Manage endpoint lifecycle, patching, and upgrades using INEMsoft Endpoint Manager.
• Troubleshooting & Incident Management: Troubleshoot complex VoIP issues such as call drops, one-way audio, codec mismatches, and SIP signaling issues.
  
  

Perform packet captures (Wireshark), SIP trace analysis, and log analysis for issue resolution.Handle L3 escalations, major incidents, and perform root cause analysis (RCA). Coordinate with vendors (AudioCodes, Zoom, Starfish) for issue resolution and support.

• Architecture & Security: Design hybrid telephony solutions (on-premises and cloud).Implement secure communication practices using TLS, certificates, and encryption protocols. Ensure compliance with networking and security standards (Firewall, NAT, QoS).
  
  

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Unified Communication and Collaboration Operations.
• Unified Communications & Telephony
  
  

AudioCodes SBC, Zoom Contact Center, Zoom Phone integrations

Protocols & Networking:SIP, VoIP, RTP, SRTP, TLS,NAT, Firewall, QoS

• Tools & Platforms: Starfish (UC monitoring & provisioning),INEMsoft Endpoint Manager,Wireshark (packet capture & analysis)
• Troubleshooting & Analysis: SIP call flow analysis, SBC traces, SIP ladder diagrams,Root Cause Analysis (RCA), L2/L3 incident handling
• Additional SkillsScripting (PowerShell / Python) (Good-to-have)
  
  

ITIL processes

• 5–8+ years of experience in Unified Communications, Voice Engineering, and Contact Center environments.
• Strong hands-on expertise with SIP protocol and VoIP architecture.
• Experience handling L2/L3 escalations and critical outages in enterprise environments.
• Exposure to automation tools and analytics platforms (Starfish) for operational efficiency.
• Practical experience in endpoint/device lifecycle and patch management.
  
  

Additional Information:

• The candidate should have minimum 5 years of experience in Unified Communication and Collaboration Operations.
• This position is based at our Pune/Bengaluru office.
• A 15 years full time education is required.