Looking For L2 Engineer @ Chennai

Role Overview

We are seeking an experienced L2 Engineer with strong expertise in cloud contact center solutions, telecom protocols, and implementation projects. The role involves troubleshooting, implementing, and supporting customer deployments of cloud-based contact center platforms, ensuring seamless integration with enterprise telephony and IT systems.

Key Responsibilities

• Implementation & Deployment
• Participate in end-to-end implementation of cloud contact center platforms (e.g., AWS Connect, Genesys Cloud, Five9, Avaya, Cisco, NICE, etc.).
• Configure IVRs, routing strategies, call flows, dialers, SIP trunks, SBCs, and CRM integrations.
• Support migrations from legacy PBX/contact center solutions to cloud.
• Work with customers on requirement gathering, solution design, and acceptance testing.

Operations & Support

• Provide L2 level troubleshooting for SIP, RTP, call quality, call routing, and integration issues.
• Handle escalations from L1, ensuring quick diagnosis and resolution.
• Monitor system health, logs, and alarms using tools such as Splunk, CloudWatch, or native monitoring dashboards.
• Coordinate with carriers, OEMs, and cloud vendors for escalated issues.
• Technical Skills & Troubleshooting
• Deep knowledge of VoIP protocols (SIP, RTP, SDP, SRTP) and ISDN cause codes.
• Troubleshoot inbound/outbound call flows, call drops, failed call attempts, one-way audio, etc.
• Strong knowledge of network fundamentals (LAN/WAN, QoS, Firewalls, SBCs, NAT, DNS, TLS/SSL).
• Hands-on with API-based integrations (REST, JSON, WebRTC) for CRM/3rd-party applications.

Documentation & Process

• Create HLDs/LLDs, implementation runbooks, and SOPs.
• Maintain RCA documentation for recurring issues.
• Work with product and development teams to improve features and resolve bugs.