Voice Support Engineer - VoIP Avaya Genesys

eClerx LLC; Navi Mumbai; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

eClerx LLC is seeking a Voice / VoIP Support Engineer in Mumbai with 1–5 years of experience to support enterprise telephony and contact center environments.

You will work on SIP-based troubleshooting across Avaya, Genesys, and Asterisk ecosystems, handle incidents within SLA, and collaborate with cross-functional teams to ensure high call quality and reliable voice services.

Qualifications

• Hands-on experience in VoIP / IP Telephony / Enterprise Voice Support.
• Experience with SIP and voice troubleshooting.
• Experience with Avaya Communication Manager / Avaya Aura, Genesys, Asterisk, or Aspect Contact Center.
• Experience handling incidents, service requests within SLA.
• Good communication and problem-solving skills; comfortable with rotations.

Responsabilités

• Provide enterprise voice support and troubleshooting for VoIP systems.
• Assist with call routing, IVR flows, and dial plan improvements.
• Investigate issues such as call drops, poor audio, and latency within SLA.
• Coordinate with vendors and internal teams during incidents and outages.

Connaissances

VoIP / IP Telephony

SIP troubleshooting

Call routing & IVR

Incident management

Shift work

Outils

Avaya Aura

Genesys

Asterisk PBX

Poly IP phones

SBC / SIP trunk

Description du poste

Voice / VoIP Support Engineer Avaya / Genesys / Asterisk

Location: Mumbai
Experience: 1–5 Years
Role: Enterprise Voice / Contact Center Support

We are looking for Voice / VoIP Support professionals with hands‑on experience supporting enterprise telephony or contact‑center environments.

What we're looking for

• Hands‑on experience in VoIP / IP Telephony / Enterprise Voice Support
• Good understanding of SIP and Voice/telephony troubleshooting
• Experience with at least one of the following:
  • Avaya Communication Manager / Avaya Aura
  • Genesys / Genesys Cloud CX / Genesys Engage
  • Asterisk / Asterisk PBX
  • Aspect Contact Center
  • Other enterprise IP-PBX / Contact Center Voice platforms
• Experience with call routing, call flows, dial plans, IVR or SIP trunks
• Understanding of technologies such as PRI, RTP, H.323, ISDN, SBC or Voice Gateways
• Ability to troubleshoot Voice issues such as call drops, one-way/no audio, poor call quality, latency, jitter or packet loss
• Experience handling incidents, service requests and troubleshooting within SLA
• Good communication and problem‑solving skills
• Comfortable working in a support environment and rotational shifts

Good to have

• Avaya VDN / Vectors / CMS / Session Manager
• Genesys Architect / ACD / Queues
• Poly IP phones / conferencing
• Asterisk administration
• SBC / SIP trunk configuration
• Wireshark / SIP trace analysis
• ServiceNow or similar ticketing tools

Important

This is a technical Voice / VoIP infrastructure support role.

Candidates whose experience is only in BPO Voice Process / Customer Service / Call Handling without hands‑on VoIP or telephony technology experience may not be suitable.