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 transparent 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-cau

📌 Senior Voice Infrastructure Engineer Bengaluru (India)
🏢 Mashreq
📍 India