Senior Voice Infrastructure Engineer

Own end-to-end L2/L3 support and administration of enterprise voice, unified communications, contact centre, and call-recording services ensuring reliability and availability.

Maintain call-recording compliance with 100% adherence, conducting validations, prompt gap identification, remediation, and audit readiness.

Manage incident, problem, change management processes; perform advanced troubleshooting, capacity monitoring, reporting and collaborate with cross-functional teams and vendors.

Bachelor's degree or diploma in IT, Telecommunications, Electronics, or related field or equivalent experience.

7+ years in enterprise voice, unified communications or contact centre infrastructure support in large business-critical environments.

Hands-on experience with Avaya and/or Cisco voice and contact centre technologies plus call-recording platform support and compliance validation.

Experience with ITIL-aligned incident, problem, and change management; ability to work in multicultural distributed teams and provide on-call support.

Strong technical expertise in Avaya and/or Cisco voice/contact centre technologies with practical compliance experience in call recording.

Experienced in high-availability, disaster recovery, carrier services, and vendor coordination within regulated or financial sector environments.

Analytical with ability to interpret monitoring data, perform root-cause analysis, report operational trends and recommend continuous improvements.