Technology Support Engineer

Role Title: Technology Support Engineer

Location: Pune, Maharashtra (On-site)

Core Mission: Resolve complex incidents and ensure operational stability for enterprise Unified Communications systems. You will manage critical telephony infrastructure, optimize contact center performance, and lead root cause analysis for major outages.

Key Responsibilities:

• Unified Communication Architecture: Design, deploy, and maintain AudioCodes Session Border Controllers (SBCs) for secure SIP routing between Zoom Phone, PSTN trunks, and external providers. Configure High Availability setups and manage firmware lifecycles.

• Contact Center Operations: Administer Zoom Contact Center platforms via Starfish administration tools. Optimize call routing strategies, design IVR flows, configure agent queues, and analyze performance metrics to enhance service delivery levels (SLAs).

• Voice & Data Troubleshooting: Diagnose advanced VoIP issues including one-way audio, codec mismatches, packet loss, and SIP signaling failures. Utilize Wireshark for deep packet inspection and generate detailed trace analysis reports.

• Automation & Endpoint Management: Manage the lifecycle of UC endpoints using INEMsoft Endpoint Manager. Automate provisioning tasks to ensure rapid deployment and consistent patch management across hybrid environments.

• L2/L3 Escalation Leadership: Serve as a Subject Matter Expert for critical incidents. Perform Root Cause Analysis (RCA) on complex outages, coordinate with vendors (AudioCodes, Zoom), and implement permanent fixes to prevent recurrence.

• Security & Compliance: Implement robust security practices including TLS encryption, certificate management, NAT traversal rules, QoS policies, and firewall configuration. Ensure all solutions meet global compliance standards for data protection.

Mandatory Qualifications:

• Experience: Minimum 5 years of hands-on experience in Unified Communications (UC), Voice Engineering, or Contact Center Operations within enterprise environments.

• Education: Equivalent to a Master's degree (15+ years full-time education).

• Tech Stack Proficiency: Deep expertise in SIP/VoIP protocols (SIP, RTP, SRTP), AudioCodes SBCs, Zoom Phone/Contact Center ecosystem, Starfish monitoring tools, and Wireshark.

Nice to Have Skills:

• Familiarity with PowerShell or Python scripting for automation tasks.