Voice Support Engineer

The Voice Support Engineer is responsible for providing Level 2 operational support, administration, monitoring, and troubleshooting for enterprise voice, unified communications, contact center, and trading communication platforms. The role requires ownership of incidents, implementation of changes, proactive system monitoring, and collaboration with business users, vendors, and technical teams to ensure high availability and reliability of global telephony services., Voice & Unified Communications Support

• Provide support for enterprise IP Telephony (IPT) and Unified Communications services., * Resolve end-user and high-severity VoIP incidents within agreed service levels.
• Take ownership of critical issues and coordinate resolution with senior engineers and business stakeholders.
• Perform root cause analysis and proactively identify potential service-impacting issues.
• Monitor and troubleshoot telephony infrastructure to ensure uninterrupted business operations.

Administration & Configuration

• Manage and administer call routing components including route patterns, hunt groups, partitions, calling search spaces (CSS), dial plans, VDNs, vectors, trunks, and PRI circuits.
• Perform MACD (Moves, Adds, Changes, and Deletes) activities for users, devices, extensions, and voicemail services.
• Create and manage users for Extension Mobility and telephony services.
• Maintain voicemail systems, call handlers, Message Waiting Indicator (MWI) services, and user access.

Voice Network & Gateway Support

• Configure, monitor, and troubleshoot voice gateways and interfaces including:
• SIP, MGCP, and H.323 protocols
• FXS and FXO interfaces
• ISDN E1/T1 PRI
• T1/E1 CAS circuits
• Analyse CDR reports, audit logs, and call routing issues to identify and resolve performance problems.
• Perform regular checks on phone registrations, gateways, trunks, conference bridges, transcoders, and data replication status.

Contact Center & Recording Systems

• Support Aws amazon connect and contact center infrastructure.
• Manage agent administration, call center configurations, user permissions, and reporting.
• Support Avaya CMS reporting and call management functions.
• Troubleshoot and maintain NICE and Verint call recording environments.
• Ensure proper backup, monitoring, and operational health of contact center systems.

• Strong hands-on experience supporting Cisco Unified Communications environments.
• Expertise in CUCM, Cisco Unity, Voice Gateways, SIP Trunks, and VoIP technologies.
• Experience with Amazon Connect, Zoom, Sonus SBC, Cisco UCCE, NICE, and Verint solutions.
• Knowledge of telephony protocols including SIP, H.323, MGCP, ISDN PRI (E1/T1), CAS, FXS, and FXO.
• Experience with contact center technologies, call recording platforms, and reporting tools.
• Strong understanding of Incident, Problem, and Change Management processes.
• Excellent troubleshooting, analytical, communication, and stakeholder management skills.
• Ability to work in a global support environment and effectively manage high-priority incidents.