Provides L1/L2 support for enterprise voice and contact center platforms, including Genesys, Aspect, Avaya, Asterisk, and Poly devices. Monitors and resolves voice network incidents, administers configurations and user provisioning, troubleshoots SIP, PRI, VoIP, routing, dial plans, and voice quality issues, and coordinates with telecom providers. Supports incident, problem, and change management, documentation, infrastructure upgrades, migrations, and 24x5 shift coverage.
- Provide L1/L2 support for enterprise voice and contact center platforms.
- Monitor, troubleshoot, and resolve voice network incidents within defined SLAs.
- Support and administer, Genesys, Aspect Contact Center, Poly VC devices, Avaya Communication Manager and Asterisk-based solutions.
- Perform voice system configuration, user provisioning, moves, adds, and changes.
- Troubleshoot SIP, PRI, VoIP, call routing, dial plans, and voice quality issues.
- Work closely with telecom service providers for circuit and voice-related issues.
- Monitor system performance and proactively address potential service disruptions.
- Participate in incident management, problem management, and change management activities.
- Maintain technical documentation, SOPs, and network diagrams.
- Support voice infrastructure upgrades, migrations, and implementation activities.
- Provide 24x5 shift support, including weekends and holidays, as per business requirements.
eClerx LLC Mumbai, Maharashtra, IND Office
Express Towers, 4th Floor, Ramnath Goenka Marg, Nariman Point, Mumbai, Maharashtra, India, 400021
eClerx LLC Navi Mumbai, Maharashtra, IND Office
Building # 11, 2nd, 3rd, 4th, 5th & 6th Floor, K Raheja Mindspace, Plot #3 TTC Industrial Area, Thane Belapur Road, Airoli, Navi Mumbai, India, 400708
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