Senior Analyst

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.