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Job Title: Technical Support Engineer( Unified Communication) Location: Bangalore Experience: 3-8 Years Job Description We are seeking a Technical Support Engineer (Tier 2/3) with experience in Unified Communications (UC), SIP, VoIP, and Contact Center solutions. The ideal candidate will be responsible for handling escalated technical issues, troubleshooting complex problems, and providing expert-level support to enterprise customers and partners. Key Responsibilities Escalation Handling: Provide Tier 2/3 support for UC and Contact Center solutions, assisting Tier 2 engineers with advanced troubleshooting. Technical Troubleshooting: Diagnose and resolve complex issues related to SIP, RTP, VoIP, UC applications, and call routing. Packet Analysis & Debugging: Utilize tools like Wireshark, SIP tracing, and logs analysis to identify and resolve technical problems. Lab Replication: Reproduce customer issues in a test environment to validate solutions and escalate to R&D if necessary. Customer Interaction: Engage partners on escalated cases, providing clear technical resolutions. Documentation & Knowledge Sharing: Contribute to internal knowledge bases, write technical articles, and mentor junior engineers. Collaboration: Work closely with cross-functional teams, including development, product management, and global support teams, to drive issue resolution. Process Adherence – Maintaining KPI’s and desired SLA’s Shift – Open for 24x7 shift work . Required Skills 5–7 years of experience in technical support or engineering roles within the Unified Communications or Contact Center domain. Strong understanding of SIP, RTP, VoIP, SBCs, and telephony protocols. Hands-on experience with Unified Communications platforms (Cisco, Avaya, Microsoft Teams, Zoom, or equivalent). Familiarity with VoIP troubleshooting tools (Wireshark, SIP logs, syslogs, etc.). Good knowledge of Linux, Windows Server environments, networking (TCP/IP, DNS, firewalls), and cloud-based UC deployments. Exposure to Contact Center solutions (Genesys, Avaya, Cisco UCCE, NICE, etc.) is a plus. Preferred Qualifications Certifications like CCNA/CCNP/CCVP Collaboration, ACIS/ACSS (Avaya), MCSE (Microsoft Teams), or equivalent are a plus. Experience working with PBX systems, SIP trunks, and voice gateways. Knowledge of APIs, integrations, or automation in UC environments is beneficial. Show more Show less
