Senior Voip Support Engineer - Unified communications

Role:
Sr. VOIP Support Engineer
-Unified Communication

Experience:

2-5 Years

Location:

Chennai

Mandatory:
VoIP Support, Network, Trouble Shooting, SIP, Protocol, Unified Communication.

JD:

Key Responsibilities:

· Key Skills

· Good knowledge of VoIP and Voice technologies (SIP, RTP, call flows)

· Experience with SIP Trunking and PBX systems

· Hands-on exposure to platforms like Porta One, Asterisk, 3CX, Cisco, or Avaya

· Experience supporting Contact Center solutions (Genesys / Cisco / Avaya preferred)

· Strong troubleshooting skills for call drops, one-way audio, no audio, echo, and call quality issues

· Basic to intermediate understanding of networking concepts (TCP/IP, DNS, NAT)

· Familiar with VoIP tools like Wireshark or similar

· Experience using ticketing systems (Zoho, Jira, or similar)

· Good communication skills and customer interaction ability

Roles & Responsibilities

· Handle L2 escalations for voice and VoIP-related issues

· Troubleshoot and resolve call quality and connectivity problems

· Work with customers, internal teams, and vendors to close issues within SLA

· Participate in 24×7 shift support (rotational/on-call)

· Prepare basic incident updates and RCA reports

Preferred Experience with Voice AI or voice bot platforms (e.g., VAPI, Twilio, Retail AI, Dialogflow, Amazon Lex, Azure Bot Framework).

· Certifications like CCNA, Avaya, Microsoft Teams (MS-700), or Zoom

· Experience with cloud platforms (AWS / Azure / GCP)

· Knowledge of VoIP security is an advantage

· Hindi speaking is preferred

Education

BE / BTech (IT, CSE, ECE, or related field preferred).