Job
Description
Mode of Interview:- F2F on Friday(15/05/2025). Location:- Manyata Tech Park, Bengaluru. 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 KPIs and desired SLAs Shift – Open for 24x7 shift work . Required Skills & Experience: 3–8 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.
