Lead - L3 Telecom Engineering

About the role

The deepest technical authority on the contact centre voice and CX estate — Genesys, Avaya, NICE and Zoom — across all global sites. Where L1 and L2 restore the known, this role resolves what has not been seen before, engineers out the causes of recurrence, and raises the reliability of the platform rather than only its uptime.

What you'll do

• L3 Escalation & Incident Resolution
• Act as final technical escalation for P1 and P2 voice, contact centre and collaboration incidents; join the major incident bridge and drive resolution under time pressure
• Perform deep diagnosis at the signalling and media layer — SIP trace and ladder analysis, RTP and codec behaviour, MOS, jitter, latency and packet loss
• Isolate fault domain quickly across platform, carrier, SBC, network and endpoint, and drive the correct owner rather than absorbing every symptom
• Produce technical RCA to the accepted standard — evidenced timeline, confirmed cause, corrective and preventive actions with dates — and feed it into problem management

What you need

• 10–15 yrs of experience
• Telecom
• Python
• Root cause analysis
• REST APIs
• PowerShell
• Google Analytics
• B.Tech or B.E.

Good to have

• GCP
• ITIL
• SAP