Voice Support Engineer
On-siteDubai, Dubai, United Arab Emirates
Job Summary
Provide day-to-day support for CUCM and Avaya voice platforms, including VoIP troubleshooting and MACD tasks. Log, analyze, and resolve voice-related incidents and service requests via ticketing systems while monitoring system performance, call logs, and voice quality using diagnostic tools. Escalate unresolved or complex issues to senior engineers or third-party vendors and assist with software upgrades, patches, and implementation of new voice features. Collaborate with networking and infrastructure teams for voice/data integration and document all support activities, configurations, and technical procedures. Requires 5-7 years of experience in Voice/Telephony support roles with strong knowledge of CUCM, Avaya IP Telephony, SIP, H.323, and VoIP protocols.
Required Qualifications
- 5-7 years of experience in Voice/Telephony support roles
- Strong knowledge of CUCM, Avaya IP Telephony, SIP, H.323, and VoIP protocols
- Good understanding of networking fundamentals (TCP/IP, VLAN, QoS)
- Experience with diagnostic and monitoring tools
- Excellent communication and customer service skills
Desired Qualifications
- Cisco CCNA Collaboration or Avaya Certified Support Specialist (ACSS)
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