Senior Consultant
Core
L2 technical support engineer for Avaya and Genesys Cloud Contact Center solutions, ensuring uninterrupted operations, efficient call routing, and system maintenance.
Role type
Senior IC Contact Center Engineer (L2)
Builds
Contact Center operations and support for enterprise clients
Domain
Telecommunications / Contact Center Technology
Required skills
Avaya CM/SM/SMGR/SBC, Genesys Cloud CX, SIP/VoIP/telephony concepts, Call routing/IVR/queues, REST APIs, Incident management, Cloud platforms (AWS), Linux/Windows server environments, CRM integrations (SAP/Salesforce)
Preferred skills
Avaya Certified Implementation Specialist (ACIS), Genesys Cloud Professional/Architect Certification, Experience with Verint/Guardian/Nortel/Amazon Connect
Technologies
Avaya Aura, Genesys Cloud CX, Verint, Guardian, Nortel CS1K, AWS, Linux, Windows, Oracle SBC, Salesforce, SAP
Responsibilities
Provide L2 technical support for voice and digital channels, troubleshoot complex issues (call flows, voice quality, routing), perform root cause analysis and implement fixes, conduct system maintenance and patching, manage server-side certificates, support production incidents and on-call rotations, create technical documentation and SOPs, mentor L1/L2 support teams
Seniority
Senior, hands-on IC
