Lead - L3 Telecom Engineering
Foundever (company site, opens in a new tab)10–15 yrsHyderabadRemoteDirect career pageEst. 28–40 LPA
Posted on 11 Sept
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Job description
Structured overview of role & requirements
About This Role
- 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.
Minimum Requirements
- 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.
Ideal Candidate Profile
- 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.