Senior Technical Support Engineer

Selective Global Search; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Selective Global Search seeks a Sr. Engineer Technical Support to provide Level 2 support for Avaya communication platforms in Chennai. You will assist with integrations involving Voicemail, IVR, Contact Centres, Fax servers, and Teams, handling escalations and performing RCA analysis.

The role requires hands-on experience with Avaya platforms (CM, SM, AES, SBC, EPM, POM, CMS, Breeze, Oceana) and strong diagnostic skills for SIP/VoIP issues. Avaya certifications can be added advantage.

Qualifications

• Experience with Avaya telephony systems across CM, SM, AES, SBC, EPM, POM, CMS and Messaging.
• Must have experience in Session Border Controller with Oracle, AudioCodes and Avaya.

Responsibilities

• Provide Level 2 support for Avaya communication platforms.
• Implementation support on Avaya products.
• Product upgrades as required.
• Investigate and resolve voice, SIP, and system issues.
• Perform root cause analysis for recurring incidents.
• Escalate critical issues to L3 engineers.
• Hands-on with Avaya Aura Communication Manager and Session Manager.
• Hands-on with Avaya System Manager, AES and Breeze.
• Experience with Avaya SBC, CMS, Experience Portal and Oceana.

Skills

CM

SM

AES

SBC

Oracle

AudioCodes

EPM

POM

CMS

IPO

Messaging

Tools

Avaya Aura Messaging

Modular Messaging

Avaya Session Manager

Avaya System Manager

Avaya SBC

Avaya CMS

Avaya Breeze

Avaya Experience Portal

Avaya Oceana

Job description

Role & responsibilities

Job Description

Location:-

Chennai

Skill sets CM, SM, AES, SBC (Oracle & Audio code), EPM, POM, CMS, IPO and Messaging

Mandatory:

Preferable/Optional:

• Assist in integration with Voicemail, IVR, Contact Centres, Fax servers, Microsoft Teams, or SBCs (e.g., AudioCodes, Oracle).
• Handle escalated issues from Level 1 support.
• Troubleshoot Avaya telephony systems including CM, SM, AES, SBC, EPM, POM, CMS and Messaging.
• Analyse call flows, traces, and logs for diagnosing issues.
• Resolve issues related to SIP, H.323, PRI, AAFD and VoIP call failures
• Perform daily system health checks and maintenance.
• Manage user and agent configurations, extensions, VDNs, vectoring, and hunt groups.
• Maintain and administer voicemail systems (e.g., Avaya Aura Messaging, Modular Messaging). Avaya Certifications can be add on

Must having experience in Session Border Controller, (Oracle, AudioCodes and Avaya)

Job Roles and Responsibilities

Key Responsibilities

Sr. Engineer Technical Support

- Provide Level 2 support for Avaya communication platforms.

- Implementation Support on Avaya Product.

- Product Upgrade whenever required.

- Investigate and resolve voice, SIP, and system related issues.

- Perform RCA for recurring incidents.

- Escalate critical issues to L3 engineers.

Hands-on experience with:

• Avaya Aura Communication Manager
• Avaya Session Manager
• Avaya System Manager
• Avaya AES
• Avaya Breeze
• Avaya SBC
• Avaya CMS
• Avaya Experience Portal
• Avaya Oceana