Role & responsibilities

Job Title: Network Engineer (Voice) L2

Role Overview

The Network Engineer (Voice) – L2 provides advanced support for enterprise voice and unified communications environments. This role handles escalated incidents from L1, performs in-depth troubleshooting of VoIP and telephony systems, and ensures high availability, performance, and quality of voice services across the organization.

Key Responsibilities

- Provide Level 2 support for voice and unified communications systems
- Troubleshoot and resolve escalated issues related to VoIP, IP Telephony, and UC platforms
- Monitor voice infrastructure to ensure call quality, uptime, and performance
- Analyze and resolve issues such as call drops, latency, jitter, echo, and packet loss
- Configure, maintain, and support IP phones, gateways, SBCs, and call managers
- Work with network teams to troubleshoot QoS, VLANs, routing, and firewall-related voice issues
- Support moves, adds, and changes (MACD) for voice users and devices




- Assist in voice platform upgrades, patches, and migrations
- Create and maintain technical documentation, SOPs, and knowledge base articles
- Collaborate with vendors and service providers for issue resolution
- Ensure compliance with SLAs, security policies, and change management processes

Technical Skills & Requirements

- Robust knowledge of VoIP protocols: SIP, RTP, SRTP, H.323
- Primary skills: Avaya Call Manager, Contact Center, and Avaya Cloud Office
- Secondary skill: Cisco Call Manager
- Understanding of QoS, LAN/WAN, VLANs, and network fundamentals
- Experience with Session Border Controllers (SBCs) and voice gateways
- Familiarity with UC tools such as Cisco Jabber, Webex Calling, or MS Teams Voice
- Ability to analyze call flows and packet captures (Wireshark preferred)

📌 Network Engineer (Bengaluru)
🏢 Wissen Infotech
📍 Bengaluru