Responsibilities

- Monitor and respond to alerts related to the CCaaS / UC stack, including Five9, Webex Center, Genesys, and AWS Connect.

- Diagnose and resolve inbound/outbound flow issues, agent login/connectivity problems, IVR or campaign failures, and agent desktop (Five9) issues.

- Conduct proactive system monitoring using admin consoles and NOC tools to identify performance degradation and escalate issues when required.

- Configure, change, and manage system components such as user provisioning, routing, delegation, voicemail, auto-attendants, queues, resource accounts, and SBC/device rollouts.

- Support platform migrations and major updates, including transitions such as Skype 2019 ?

Microsoft

Teams, and Teams Classic ? Current Teams, as well as related device and voice-routing changes.

- Automate routine operational tasks such as daily reporting, user voice assignments, and Active Directory attribute updates using PowerShell or APIs.





- Collaborate with internal and external stakeholders to ensure timely issue resolution and maintain high service quality standards.

- Maintain accurate documentation of incidents, changes, and system configurations following ITIL / ITSM best practices.

Qualifications

- Bachelors degree in computer science, Information Technology, or a related field.

- 4+ years of hands-on experience supporting Unified Communications, Voice Networks, or Center platforms, with at least 2 years of direct experience on platforms such as Five9, Webex Center, Genesys, or AWS Connect.

- Strong technical foundation in UC/Voice systems and IP Telephony

- VoIP/SIP protocols and routing

- Center technologies and integrations

- Experience with PowerShell scripting, automation, monitoring tools, and ITSM platforms (ServiceNow preferred).

📌 NOC Five9 Engineer (Bengaluru)
🏢 Delight HR
📍 Bengaluru