Sr. Telecom Support Engineer (TCF)
Concentrix Corporation (company site, opens in a new tab)MumbaiOn-siteDirect career pageEst. 8–16 LPA
Posted 12h ago
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Job description
Structured overview of role & requirements
About This Role
- Design, implement, and maintain Avaya voice communication systems including ACD, AES, CMS, and Session Manager.
- Provide 24x7 operational support, troubleshooting, and capacity planning for Voice devices and infrastructure, minimizing production downtime.
- Lead voice infrastructure standardization, optimization initiatives, incident management including Sev1 issue resolution, and customer/vendor communication for design and RCA discussions.
Minimum Requirements
- Strong expertise with Avaya platforms (ACD, AES, CMS, System & Session Manager) and related SIP technologies (ACME SBCs, Cisco).
- Experience with Verint or other recording platforms and with dialer systems like Aspect/Genesys, Cisco CUCM/CVP.
- Understanding of ITIL V3 guidelines and service level management practices.
- Work Experience Required: Not explicitly mentioned in the JD
Ideal Candidate Profile
- Experienced voice engineer comfortable with technical design and operational leadership in multi-vendor and multi-geo environments.
- Able to support high-severity incident management and conduct root cause analysis (RCA) for Sev1 and Sev2 incidents.
- Skilled in collaborating with cross-functional teams including network, operations, and vendors, with a focus on standardization and automation of voice infrastructure.