Technology Support Engineer

Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

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 58+ 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

58+ 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.

The candidate should have minimum 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.


Qualification 15 years full time education