L2/L3 Senior Engineer - Contact Center Platform

PLEASE NOTE THAT THIS IS A MUMBAI BASED OPPORTUNITY AND IF CANDIDATE IS OUTSTATION THEN RELOCATION WOULD BE REQUIRED.

WORK TIMING FOR ROLE WOULD BE AS PER - US TIME ZONE

Position Details :

Senior Voice & Collaboration Engineer is responsible for the design, implementation, support, optimization, and lifecycle management of enterprise voice, collaboration, and contact center platforms. This role serves as the technical lead for voice infrastructure, cloud communications, carrier services, and contact center technologies, ensuring highly available, secure, and scalable communication services across the organization.

The Senior Voice Engineer partners closely with Network Operations, Security, Cloud Operations, Service Desk, Telecom Provisioning, and business stakeholders to support strategic initiatives, acquisitions, system migrations, disaster recovery preparedness, and continuous service improvements.

Key Responsibilities :Voice, Collaboration & Contact Center Engineering :

• Design, implement, and support enterprise voice solutions including :

• Webex Calling

• Webex Contact Center (WxCC)

• Microsoft Teams Voice

• SIP Trunking

• PSTN and carrier connectivity

• Unified Communications platforms

• Lead voice platform migrations, upgrades, and modernization initiatives.

• Develop and maintain dial plans, call routing, call flows, auto attendants, hunt groups, and contact center configurations.

• Support integration of voice systems with enterprise applications and business workflows.

Carrier & Telecom Management :

• Manage relationships with telecom carriers, service providers, and vendors.

• Coordinate new circuit installations, service modifications, renewals, and escalations.

• Lead voice porting activities between carriers while minimizing business impact.

• Monitor carrier performance and assist with contract and service reviews.

Operations & Support :

• Provide Tier 2-3/Engineering escalation support for voice and collaboration services.

• Troubleshoot complex issues involving call quality, SIP signaling, carrier connectivity, voice gateways, SBCs, contact center functionality, and endpoint devices.

• Collaborate with Network Operations and Security teams to resolve cross-functional issues.

• Participate in major incident response, root cause analysis, and problem management activities.

Network & Infrastructure Integration :

• Partner with network teams to ensure proper implementation of :

• QoS

• WAN optimization

• SD-WAN integrations

• Firewall policies

• Voice security best practices

• Analyze network performance and recommend improvements impacting voice services.

Disaster Recovery & Business Continuity :

• Develop and maintain voice and contact center disaster recovery procedures.

• Participate in business continuity planning and testing exercises.

• Evaluate failover and redundancy solutions for voice platforms, carriers, and contact center environments.

• Maintain documentation for recovery scenarios involving cloud, carrier, and platform outages.

Projects & Technical Leadership :

• Lead voice engineering projects from planning through implementation.

• Provide technical guidance to junior engineers and operational teams.

• Support acquisition integrations and office onboarding activities.

• Participate in vendor evaluations and technology roadmap planning.

Documentation & Reporting :

• Maintain architecture diagrams, network diagrams, call flow documentation, and operational procedures.

• Produce reports on system health, service availability, capacity, usage trends, and incidents.

• Document troubleshooting procedures and operational standards.

Innovation & Continuous Improvement :

• Stay current with emerging voice, collaboration, AI, and contact center technologies.

• Evaluate new platforms, tools, automation opportunities, and operational efficiencies.

• Recommend enhancements that improve user experience, reliability, scalability, and cost effectiveness.

Required Experience :

• 5+ years of progressive experience supporting enterprise voice and unified communications environments.

• Experience with cloud-based voice and contact center platforms.

• Experience managing carrier services, SIP trunking, and telecom providers.

• Experience supporting large, multi-site enterprise environments.

• Experience leading technical projects and cross-functional initiatives.

Required Technical Skills :Voice & Collaboration :

• Webex Calling

• Webex Contact Center (WxCC)

• Microsoft Teams Voice

• Cisco Unified Communications technologies

• SIP Trunking

• Voice gateways and session border controllers (SBC)

• Auto attendants, hunt groups, call queues, and call routing

Networking :

• Strong understanding of :

• SIP

• RTP

• DNS

• DHCP

• TCP/IP

• QoS

• WAN/SD-WAN

• Firewall and security concepts

• Ability to analyze packet captures and troubleshoot voice traffic.

Operations & Troubleshooting :

• Advanced troubleshooting and root cause analysis capabilities.

• Experience with monitoring and reporting tools.

• Strong documentation and process development skills.

• Ability to manage multiple priorities in a fast-paced environment.

Soft Skills :

• Strong communication and stakeholder management skills.

• Excellent problem-solving and analytical abilities.

• Ability to work independently and collaborate across technical teams.

• Strong customer service mindset and business acumen.

Preferred Qualifications :

• Experience with :

• Cisco Unified Communications Manager (CUCM)

• Cisco CUBE

• Contact center call flow design

• Cloud collaboration platforms

• Telecom expense and carrier management

• Enterprise acquisitions and integrations

• Disaster recovery planning and testing

• Automation and AI-assisted operations

Certifications (Preferred, Not Required) :

• CCNP Collaboration

• CCNP Enterprise

• CCIE Collaboration

• Cisco Webex Certifications

• Microsoft Teams Administrator Associate

• ITIL Foundation

• Other relevant voice, contact center, networking, or cloud certifications