Senior Voice Infrastructure Engineer

Job Purpose

The Senior Voice Infrastructure Engineer is responsible for the reliable day-to-day operation, support and administration of enterprise voice, unified communications, contact centre and call-recording services. Based at MGN Bengaluru, the role provides timely support to onsite and remote-working users and contact centre agents, maintains platform availability and capacity, ensures complete call-recording compliance, and works closely with the Group Voice Team to resolve incidents and deliver controlled changes.

Key Responsibilities and Accountabilities

Operational Support: Provide L2/L3 support for voice-related issues affecting office users, remote-working users and contact centre agents. Perform advanced remote and onsite troubleshooting across IP telephony, softphones, endpoints, gateways, trunks, voicemail, conferencing and recording services. Own assigned tickets through diagnosis, restoration, user validation and closure within agreed service levels.

Monitoring, Health and Capacity: Complete documented daily, weekly and monthly health checks for voice, contact centre and recording platforms. Monitor service availability, alarms, trunk/channel usage, licences, storage, system capacity, endpoint status and resilience. Publish accurate health and capacity reports, highlight risks and exceptions, and recommend corrective or preventive actions.

Call-Recording Compliance: Maintain 100% adherence to applicable call-recording requirements for in-scope contact centre agents and regulated voice services. Conduct scheduled recording validation, identify recording gaps promptly, coordinate remediation and maintain clear evidence for audit and compliance reviews. Escalate any recording failure or coverage risk immediately.

Incident and Problem Management: Participate actively in major incident, incident and problem-management processes. Troubleshoot service degradation and outages, provide timely technical updates, restore service with urgency, perform root-cause analysis and track permanent corrective actions to closure.

Change and Release Management: Raise, assess, plan, test, implement and validate voice-related changes in accordance with the approved change-management process. Prepare implementation, risk, rollback and validation plans; support maintenance activities; and ensure post-change monitoring and documentation.

Collaboration and Escalation: Work closely with the Group Voice Team, contact centre operations, Service Desk, infrastructure and security teams, telecom carriers and technology vendors. Provide local coordination at MGN Bengaluru, manage technical escalations and support regional or group initiatives.

Administration and Documentation: Administer user extensions, contact centre profiles, features, routing, licences and approved configuration changes. Maintain current architecture diagrams, configuration records, support procedures, inventory, vendor details, knowledge articles and shift handover records.

Continuous Improvement and Project Support: Analyse recurring issues and operational trends, recommend reliability and efficiency improvements, and support voice-platform upgrades, migrations, office initiatives, disaster-recovery tests and technology refresh programmes.

Knowledge, Skills and Experience

Essential

• Bachelor's degree or diploma in Information Technology, Telecommunications, Electronics or a related discipline, or equivalent relevant industry experience.
• Typically 7+ years of experience supporting enterprise voice, unified communications or contact centre infrastructure in a large, business-critical environment.
• Strong hands-on administration and troubleshooting experience with Avaya and/or Cisco voice and contact centre technologies.
• Practical experience supporting call-recording platforms and executing recording-compliance validation.
• Sound understanding of SIP, H.323, MGCP, RTP, QoS, ISDN, analogue signalling, dial plans, gateways, trunks and voice-routing concepts.
• Experience with incident, problem and change management in an ITIL-aligned environment.
• Ability to interpret monitoring data, analyse capacity and service trends, perform root-cause analysis and produce clear operational reports.
• Excellent written and spoken English, customer orientation, structured troubleshooting and the ability to communicate effectively with technical and non-technical stakeholders.
• Ability to work effectively in a multicultural, geographically distributed team and provide rostered on-call or out-of-hours support when required.

Preferred

• Relevant Avaya, Cisco Collaboration or contact centre certification.
• ITIL Foundation certification.
• Experience in banking, financial services or another regulated environment.
• Experience with high-availability design, disaster recovery, carrier services and vendor management.