Voice Collaboration Managed Service Engineer (L4)

HypTechie; India; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

HypTechie is seeking an experienced Collaboration Managed Services Engineer (L4) to support global voice, collaboration, and contact centre infrastructure with proactive monitoring, troubleshooting, and escalation resolution.

You will demonstrate strong expertise in Cloud Voice technologies and platforms such as Microsoft Teams, Cisco UC, and contact centre solutions, guiding junior engineers and delivering contracted MSP outcomes.

Qualifications

• Advanced degree in IT/Computing or equivalent experience (Master’s preferred).
• CCIE or equivalent certification is mandatory.
• Microsoft 365 Expert certification.
• Certifications in Voice, Collaboration, and Contact Centre technologies (preferred).

Responsibilities

• Proactively monitor, investigate, and resolve highly complex escalated incidents within SLA.
• Provide 4th level technical support for voice, collaboration, and contact centre platforms.
• Lead troubleshooting of SIP, VoIP, SBCs, PSTN/Telco carrier integrations, and advanced call flows.
• Support change implementations, document technical processes, and conduct quality audits.
• Ensure knowledge-sharing and coaching for Service Desk, L2/L3, and Operations teams.
• Act as emergency support contact for critical client-impacting issues.
• Collaborate with automation teams to optimize operations and streamline routine tasks.
• Manage third-party vendors and global carriers for timely resolution of client issues.

Skills

IP

VoIP

SIP

SBCs

Call recording

eSIM

Call quality analysis

Call flows

Carrier integrations

Client service

Education

Master's degree in IT/Computing or equivalent

CCIE or equivalent certification

Microsoft 365 Expert certification

Certifications in Voice, Collaboration, and Contact Centre technologies

Tools

Microsoft Teams

Cisco WebEx

Genesys PureCloud

ServiceNow

Job description

Employment Type: Full-Time

Experience Level: Senior (Managed Services, Collaboration & Voice Infrastructure)

Job Summary

We are seeking an experienced Collaboration Managed Services Engineer (L4) to provide advanced support for our global clients’ voice, collaboration, and contact centre infrastructure. This role ensures uninterrupted operations through proactive monitoring, troubleshooting, and resolution of escalated incidents.

As a subject matter expert in Cloud Voice technologies (IP, VoIP, SBC, Carrier technologies), you will also demonstrate strong expertise in platforms such as Microsoft Teams, Cisco UC, or Contact Centre solutions. Your role will be pivotal in delivering contracted Managed Services outcomes, providing senior-level technical support, and guiding lower-level engineering teams.

Key Responsibilities

• Proactively monitor, investigate, and resolve highly complex escalated incidents within SLA.
• Provide 4th level technical support for voice, collaboration, and contact centre platforms.
• Lead troubleshooting of SIP, VoIP, SBCs, PSTN/Telco carrier integrations, and advanced call flows.
• Support change implementations, document technical processes, and conduct quality audits.
• Ensure knowledge-sharing and coaching for Service Desk, L2/L3, and Operations teams.
• Act as emergency support contact for critical client-impacting issues.
• Collaborate with automation teams to optimize operations and streamline routine tasks.
• Manage third-party vendors and global carriers for timely resolution of client issues.

Skills & Expertise

• Strong expertise in IP, VoIP, SIP, Session Border Controllers (SBCs), Media Gateways, Call Recording, eSIM.
• Hands‑on knowledge of Microsoft Teams, Cisco WebEx, Genesys Pure Cloud, and other collaboration/contact centre tools.
• Advanced troubleshooting of networking & routing protocols (SIP, VoIP, Operator Connect).
• Ability to analyze and present call quality metrics effectively.
• Strong understanding of call flows, auto attendants, and call queues.
• Proven ability to manage global number porting processes and carrier escalations.
• Excellent client service orientation with strong communication and problem‑solving skills.

Qualifications & Certifications

• Advanced degree in IT/Computing or equivalent experience (Master’s preferred).
• CCIE or equivalent certification (mandatory).
• Microsoft 365 Expert certification.
• Relevant certifications in Voice, Collaboration, and Contact Centre technologies (preferred).

Experience Required

• Extensive Managed Services experience in large global enterprise environments.
• Strong track record with PSTN/Telco carrier integrations.
• Proven expertise in ServiceNow or similar ITSM tools.
• Demonstrated ability to manage complex incidents and escalations.
• Hands‑on experience with emerging IT operations technologies, including AI‑driven tools.
• Strong record of shift‑left management (delegating effectively to junior engineers).

What We’re Looking For

• A collaboration technology expert with deep knowledge of global voice and UC environments.
• A client‑focused engineer who thrives in high‑pressure situations and excels in problem resolution.
• A mentor and leader who shares knowledge and uplifts the technical capability of the team.
• Someone passionate about innovation, automation, and operational excellence.