L2 NOC Five9 Engineer
New
India, 24x7 rotational shiftsFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4+ years of experience in network operations, voice engineering, or NOC support roles.
- Required Skills
- RESTful APIsServiceNow
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 4+ years of experience in network operations, voice engineering, or NOC support roles.
- At least 2+ years of hands-on experience with CCaaS platforms such as Five9, Webex Contact Center, Genesys, or AWS Connect.
- Strong understanding of VoIP, SIP protocols, IP telephony, and contact center architecture.
- Experience troubleshooting complex voice routing, IVR systems, and call connectivity issues.
- Proficiency in PowerShell scripting, automation, and API integrations.
- Willingness to work in 24x7 rotational shifts.
- Familiarity with monitoring tools and ITSM platforms such as ServiceNow is preferred.
- Exposure to Microsoft Teams voice environments and migration projects is a plus.
- Understanding of ITIL processes and incident/change management frameworks is desirable.
- Relevant certifications (Microsoft Teams Administrator Associate, Azure Fundamentals, or networking/voice certifications) are an advantage.
Responsibilities
- Monitor CCaaS and Unified Communications platforms such as Five9, Webex Contact Center, Genesys, and AWS Connect to ensure high availability and performance.
- Diagnose and resolve complex voice and call-flow issues, including IVR failures, routing issues, and agent connectivity problems.
- Perform proactive system monitoring using NOC tools and administrative consoles to detect and prevent service degradation.
- Manage configuration tasks including user provisioning, call routing, queues, auto-attendants, voicemail, and resource accounts.
- Support voice infrastructure changes such as SBC/device rollouts, routing updates, and telephony platform migrations.
- Automate operational tasks using PowerShell, APIs, and scripting for reporting, provisioning, and system updates.
- Collaborate with internal teams and external stakeholders to ensure timely incident resolution and service continuity.
- Maintain detailed documentation of incidents, changes, and system configurations in alignment with ITIL/ITSM practices.
- Participate in shift-based 24x7 operations ensuring continuous monitoring and support coverage.
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