L2 NOC Five9 Engineer

Innovatia Technical Services Inc

4 - 8 years

5 - 9 Lacs

bengaluru

Posted:1 week ago| Platform:

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Skills Required

genesys system servicenow unified communications powershell scripting ip telephony voice networking aws

Work Mode

Work from Office

Job Type

Full Time

Job Description

Monitor and respond to alerts related to the CCaaS/UC stack, including Five9, Webex Contact Center, Genesys, and AWS Connect.
Diagnose and resolve inbound/outbound call-flow issues, agent login/connectivity problems, IVR or campaign failures, and agent desktop (Five9) issues.
Conduct proactive system monitoring using admin consoles and NOC tools to identify performance degradation and escalate issues when required.
Configure, change, and manage system components such as user provisioning, call routing, delegation, voicemail, auto-attendants, call queues, resource accounts, and SBC/device rollouts.
Support platform migrations and major updates, including transitions such as Skype 2019 to Microsoft Teams and Teams Classic to New Teams, as well as related device and voice-routing changes.
Automate routine operational tasks such as daily reporting, user voice assignments, and Active Directory attribute updates using PowerShell or APIs.
Collaborate with internal and external stakeholders to ensure timely issue resolution and maintain high service quality standards.
Maintain accurate documentation of incidents, changes, and system configurations following ITIL/ITSM best practices.

Job Requirements

Bachelor's degree in computer science, Information Technology, or a related field.
4+ years of hands-on experience supporting Unified Communications, Voice Networks, or Contact Center platforms, with at least 2 years of direct experience on platforms such as Five9, Webex Contact Center, Genesys, or AWS Connect.
Strong technical foundation in UC/Voice systems and IP Telephony, VoIP/SIP protocols, and call routing.
Experience with PowerShell scripting, automation, monitoring tools, and ITSM platforms (ServiceNow preferred).
Ability to work in a fast-paced, 24x7 environment with a focus on minimal downtime and optimal service quality.
Strong problem-solving skills and the ability to collaborate effectively with internal and external stakeholders.

Perks and Benefits

Comprehensive Health Insurance policy.
Employee Wellness Program with a focus on mental health.
Robust reward and recognition programs.
Company incentive programs offered.
Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave, and Paid Leave for personal time off.
Ample growth and learning opportunities.
Remote work opportunities.
Focus on work/life balance.
Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest; however, only those selected for an interview will be contacted.

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