Collaboration Managed Services Engineer (L4) – Voice

HypTechie; Bengaluru; On-site; INR 1,800,000 - 2,500,000; Full time

Job summary

HypTechie is seeking a Collaboration Managed Services Engineer in Bengaluru, India. In this role, you'll ensure the operational integrity of client voice and collaboration systems, delivering expert-level support across various platforms.

The ideal candidate has over 8 years of experience in managed services, paired with advanced knowledge of Cloud Voice technologies like IP, VoIP, and SBCs. Strong troubleshooting skills and a focus on client satisfaction are essential for success.

Qualifications

• 8+ years of experience in Managed Services, supporting large global enterprises.
• Proven expertise in Cloud Voice technologies (IP/VoIP/SBCs).
• Strong client service orientation focusing on SLA adherence.

Responsibilities

• Proactively monitor client environments and respond to complex incidents.
• Provide Level 4 technical support for escalated issues.
• Coach and mentor L3 engineers and service desk teams.

Skills

Voice, Collaboration, and Contact Centre technologies

SIP, VoIP, SBCs, Media Gateways

Cisco WebEx, Microsoft Teams, Genesys Pure Cloud

Networking & routing protocols

ITSM tools (ServiceNow)

Education

Bachelor’s/Master’s in Computer Science, IT, or equivalent

CCIE Certification

M365 Expert Certification

Certifications in IP, VoIP, SBCs, or Carrier technologies

ITIL knowledge

Job description

The Collaboration Managed Services Engineer (L4) is responsible for delivering managed services to clients, ensuring their voice, collaboration, and contact centre infrastructure remain fully operational. This role involves proactive monitoring, troubleshooting, and resolving escalated technical incidents with high complexity, while ensuring SLA compliance and client satisfaction.

As a Subject Matter Expert in Cloud Voice technologies (IP, VoIP, SBC, Carrier technologies, etc.), the engineer will provide senior-level technical support across multiple collaboration platforms such as Microsoft Teams, Cisco UC, and Contact Centre technologies, ensuring contracted managed service outcomes are consistently achieved.

Key Responsibilities

• Proactively monitor client environments and respond to complex/escalated incidents and service requests.
• Provide Level 4 (expert-level) technical support for escalated issues where L3 engineers cannot resolve.
• Perform deep investigations, root cause analysis, and ensure knowledge sharing with junior engineers.
• Act as the emergency escalation contact for critical and business-impacting issues.
• Support and track change implementations, ensuring risks and mitigations are well documented.
• Work with automation teams to optimize processes and automate recurring tasks.
• Provide consistent ticket updates, progress tracking, and resolution within SLA.
• Collaborate with clients, vendors, carriers, and partners for timely resolution of issues.
• Coach and mentor L3 engineers, service desk, and operations teams, enabling effective shift‑left knowledge transfer.
• Perform quality audits on process adherence, ticket handling, and service experience.

Core Skills & Expertise

• Strong expertise in Voice, Collaboration, and Contact Centre technologies.
• Advanced troubleshooting skills in SIP, VoIP, SBCs, Media Gateways, Operator Connect, eSIM technologies.
• Proficiency in call flows, auto attendants, call queues, and call recording systems.
• Hands‑on experience with Cisco WebEx, Microsoft Teams, Genesys Pure Cloud, and related collaboration tools.
• Strong ability to manage PSTN Telco carriers and number porting processes globally.
• Knowledge of networking & routing protocols with the ability to interpret call quality metrics.
• Familiarity with ITSM tools (preferably ServiceNow).

Qualifications & Certifications

• Bachelor’s/Master’s in Computer Science, IT, or equivalent.
• CCIE Certification or equivalent expertise.
• M365 Expert Certification (preferred).
• Relevant certifications in IP, VoIP, SBCs, or Carrier technologies.
• Advanced knowledge of IT service management standards (ITIL).

Required Experience

• 8+ years of experience in Managed Services, supporting large global enterprises.
• Proven expertise in Cloud Voice technologies (IP/VoIP/SBCs).
• Experience in managing carrier technologies and PSTN providers.
• Strong track record in ticket resolution, shift‑left strategies, and service delivery excellence.
• Exposure to AI and emerging technologies in IT operations.

Attributes

• Excellent problem‑solving and troubleshooting skills.
• Strong client service orientation with focus on SLA adherence.
• Ability to work under pressure and manage multiple critical issues simultaneously.
• Strong communication and interpersonal skills, with the ability to work across cultures.
• Proactive, detail‑oriented, and adaptable to evolving technologies.