Job Description
About the Role:
You will be responsible for supporting and optimizing enterprise cloud voice and contact center platforms, ensuring seamless end-user experience and operational stability. This is a hands-on role focused on troubleshooting, automation, and leveraging AI to enhance service efficiency and reliability.
Responsibilities
A.Core Technical Functions
• Handle end-user provisioning and troubleshooting for platforms such as Five9 and other cloud contact systems
• Implement and support enterprise voice platforms including Microsoft Teams, Avaya, Cisco, and Five9
• Troubleshoot voice issues (call quality, connectivity, authentication, endpoints) across multi-vendor environments
• Perform incident triage, escalation, and root cause analysis using tools like Wireshark, Aternity, and Nectar
• Manage ServiceNow queues, ticket documentation, and user support wor...