Voice Network Engineer - L3

HCLTech; Singapore; On-site; SGD 100,000 - 180,000; Full time

Job summary

HCLTech is seeking aLevel 3 AV/VC support specialist to manage enterprise Zoom, Cisco, Poly, and Q-SYS environments in Singapore. You will lead escalations, design and upgrade meeting room solutions, and drive platform improvements across large-scale spaces.

Responsibilities include mentoring L1/L2 staff, implementing workflows, and ensuring 24x7 coverage. Strong scripting and governance skills are essential to optimize operations and deliver reliable conferencing experiences.

Qualifications

• Expert in Zoom and Cisco video conferencing infrastructure.
• Hands-on experience with Poly Studio devices and Teams Rooms.
• Proficient with Q-SYS Core/Designer and Extron control.
• Strong knowledge of SIP/H.323/RTP protocols and network QoS.
• Ability to automate tasks using scripting (PowerShell/Python/Shell).

Responsibilities

• Act as SME for Zoom, Cisco, Poly, Crestron, Extron, and Q-SYS platforms.
• Lead technical escalations and major incident management.
• Design, implement, and optimize AVVC solutions and meeting room standards.
• Perform upgrades, migrations, lifecycle management, and capacity planning.
• Troubleshoot complex interoperability, codec, DSP, and network issues.
• Drive RCA, operational excellence, and technology roadmaps.
• Mentor L1/L2 engineers and provide technical governance.
• Work on Zoom workflow automations and API setup.
• Work on INC and timely closure.

Skills

Zoom administration

Cisco VC infrastructure

Poly Studio devices

Microsoft Teams Rooms

Q-SYS Core & Designer

Extron AV switching

SIP/H.323/RTP protocols

Network troubleshooting

Scripting: PowerShell/Python/Shell

Documentation upkeep (operations docs)

Tools

Q-SYS Designer Studio

Extron Control

Job description

Provide Level 3 support for enterprise AVVC platforms, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly systems, Q-SYS, Crestron, and Extron technologies. Responsible for complex troubleshooting, major incident management, RCA, solution design, platform upgrades, integrations, lifecycle management, and driving service improvements across large-scale meeting room environments. Lead technical escalations and mentor L1/L2 support engineers.

Key Responsibilities

• Act as SME for Zoom, Cisco, Poly, Crestron, Extron, and Q-SYS platforms.
• Lead technical escalations and major incident management.
• Design, implement, and optimize AVVC solutions and meeting room standards.
• Perform upgrades, migrations, lifecycle management, and capacity planning.
• Troubleshoot complex interoperability, codec, DSP, and network issues.
• Drive RCA, operational excellence, and technology roadmaps.
• Mentor L1/L2 engineers and provide technical governance.
• Work on Zoom workflow automations and API setup.
• Work on INC and timely closure.

Primary Required Skills

• Expert administration of Zoom & Cisco Video conferencing infrastructure
• Poly Studio X52, X72, G7500, G62
• Microsoft Teams Rooms
• Q-SYS Core & Designer Platform
• Extron AV Switching & Control
• SIP, H.323, RTP and Video Conferencing Protocols
• Network Troubleshooting, QoS & Media Optimization
• PowerShell or Python, or Shell Scripting to automate operational tasks
• Review & updates the operations documents.

Secondary Skills

• IP Telephony.

Automation Skills

• Automation skills to automate the workflow Zoom and Cisco VC infrastructure. Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks.

Support coverage: 24X7

Support coverage: 24X7

Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.