L3 Technical Support

Responsibilities

• Provide L2/L3 technical support for telephony and contact center platforms, ensuring high availability and optimal performance.
• Troubleshoot complex incidents, perform root-cause analysis, and drive timely resolution of voice, call routing, SIP, IVR, CTI, and call flow issues.
• Monitor system health, capacity, and performance of telephony infrastructure.
• Configure, maintain, and optimize telephony applications, PBX systems, SBCs, gateways, and related communication tools.
• Collaborate with cross-functional teams, third-party vendors, and carriers to resolve escalated issues.
• Support deployment, upgrades, and migrations of voice systems and integrations.
• Document solutions, create knowledge base articles, and ensure operational readiness through process improvements.
• Participate in on-call rotation for critical incidents as needed.

Job Requirements

• M...