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.
Robust 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 F Engineer Bengaluru (India)
🏢 Delight HR
📍 India