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Remote role and metro location increase applicants, but niche L3 telecom specialization limits competition.
Highly specialized enterprise voice and contact-centre expertise required, limiting cross-industry transferability.
Explicit 10–15 years and deep multi-vendor L3 telecom expertise required.
Own and resolve L3 escalations for voice and contact centre incidents across Genesys, Avaya, NICE, and Zoom platforms, including SIP and media-layer diagnosis.
Design, build, and harden platform configurations, integrations, and recovery capabilities; plan and execute upgrades, patching, and migrations.
Improve platform reliability by defining SLIs, enhancing observability, automating repetitive tasks, performing RCA, and leading technical vendor escalations.
10–15 years of experience in enterprise voice, contact centre, or unified communications engineering with at least 4 years at L3 or equivalent in a 24x7 multi-site environment.
Deep hands-on experience on at least two of Genesys, Avaya, NICE, and Zoom platforms; strong voice fundamentals including SIP, SDP, RTP/SRTP, codecs, SBC, QoS, and carrier trunk architecture.
Proficiency with packet and signalling analysis tools like Wireshark, sngrep, or HOMER, and scripting skills in Python, PowerShell or equivalent with REST API experience.
Bachelor's degree in Engineering, IT, or related discipline.
Experienced L3 telecom engineer with a strong track record resolving novel P1 incidents and conducting detailed RCA under executive visibility.
Technical leader capable of setting diagnostic standards and coaching L1/L2 teams, with proven vendor and carrier escalation management skills.
Familiarity with SRE practices, ITIL v4 Foundation, and exposure to BPO/contact centre environments and multi-region carrier estates.