Sr. Telecom Support Engineer (TCF)

Concentrix; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking a Sr. Telecom Support Engineer (TCF) in India to design, implement and maintain Avaya voice solutions for global communications.

You will provide 24x7 operational support, troubleshoot complex voice issues, and collaborate with vendors and IT teams to ensure high availability and performance. You will leverage SIP, ACD/AES, Verint, and Cisco/CUCM platforms while aligning with ITIL processes and incident management.

Qualifications

• Experience with Avaya voice platforms and related systems.
• Knowledge of SIP technologies and collaboration tools.
• Understanding of ITIL v3 guidelines and service management.

Responsibilities

• Design, implement, and maintain Avaya voice solutions for seamless communications.
• Provide 24x7 operational support for voice devices and systems.
• Troubleshoot Voice systems and minimize production downtime.
• Coordinate with vendors and cross-functional teams for changes.
• Prepare RCA for Sev1 incidents and participate in incident reviews.
• Create and publish configuration and design templates.

Skills

Communication skills

Documentation skills

ITIL knowledge

Troubleshooting

Organizational skills

Change/Incident/Problem management

Tools

Avaya ACD

Avaya AES

Verint Recording Platform

System/Session Manager

ACME SBCs

SIP technologies

Aspect/Genesis Dialer

Cisco CUCM/CVP

Job description

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

Job Title

Sr. Telecom Support Engineer (TCF)

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

We are seeking a skilled and experienced Avaya Voice Engineer to join our team. The ideal candidate will be responsible for designing, implementing, and maintaining Avaya voice solutions to ensure seamless communication systems. This role requires deep technical expertise in Avaya platforms, strong problem-solving skills, and a commitment to delivering high-quality solutions for our clients or organization. Knowledge of additional platforms like Microsoft D365 and Genesys Ccaas would be an advantage for this position.

Key Responsibility

• Knowledge of Avaya ACD, AES, CMS, System & Session Manager maintaining and troubleshooting
• Knowledge of Verint/any other Recording Platform maintaining and troubleshooting etc.
• Knowledge on SIP Technologies like ACME SBCs, Cisco etc
• Aspect/Genesys Dialers, Cisco CUCM/CVP, Asterisk etc
• Effective communication skills and good documentation skills to produce Voice related documentation
• Understanding of ITIL V3 guidelines, Service Level Management etc
• The position requires good organizational skills, attention to detail, the ability to troubleshoot and logically solve problems
• Change Management, Incident Management, Problem Management, People Management
• Budget forecast capex and Opex of the Network requirements.
• Design, solution & standardization of Voice infrastructure.
• Validate Customer Audit documentation.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Operational Requirements

• Provide 24x7 operational support of Voice Devices, capacity planning, conduct infrastructure audits, configure security policies etc.
• Provide troubleshooting support to maintain all Voice systems and monitor them proactively to ensure that production downtime is minimized
• To ensure an effective communication process is in place with all the stakeholders including vendors, server, Network and Operation support teams. Drives project towards standard and automated infrastructure solutions that reduce cost, improve service delivery, and boost effectiveness
• Provide Level 2 support for unresolved and multi-geo impacting Sev1 issues
• Help in preparing RCA for Sev1 Incidents
• Solution Design for new Site Setups, Core Level Voice technologies etc
• Standardization and optimization initiatives & roll-out
• Derive & deploy enterprise level changes
• Provide resolution to chronic Voice issues
• Provide RFP/RFQ/RFI support to IT Solutions team
• Represent CNX in technical calls with customers for design or RCA discussion
• New product and technology evaluation.
• Create and publish configuration and design templates
• Control access to Voicedevices across Level 1 administrators
• Provide technical inputs to providers for any changes and new requirements
• Provide troubleshooting support to maintain all Voice systems and monitor them proactively to ensure that production downtime is minimized
• Review RCA for Sev1&2 Incidents

Knowledge & Experience

• Solid knowledge in IT leading practices, methodologies processes, and control framework, including but not limited to ITIL
• Strong working knowledge of Voice technologies and services including:
  • Avaya ACD, AES, CMS, Verint Recording Platform, System/Session Manager
  • ACME SBCs, SIP
  • Aspect/Genesis Dialer, Cisco CUCM/CVP