L2 Production Support (CCTR Voice, STT, and Voice Back Office platforms)

Requirements • 3 to 5 yrs of experience • Degree/Diploma in IT, Computer Science, Engineering, or related field. • Experience in production support, IT operations, or site reliability. • Experience supporting enterprise Voice, Contact Center, Telephony, UC, or Collaboration platforms. • Strong understanding of Incident, Problem, and Change Management. • Experience in mission-critical, 24x7 production environments. • Willingness to work rotational shifts covering 24x7 operations. • Strong troubleshooting, analytical, documentation, and communication skills. Technical Skills • Hands-on experience with Cisco Voice/Contact Center, telephony, call recording, WFM, or related integrations. • Exposure to Speech-to-Text, voice automation, monitoring, logs, and service health tools. • Knowledge of Microsoft 365, Exchange Online, Intune, Active Directory, or Entra ID is preferred. • PowerShell, automation, observability, or service management experience is an advantage. • ITIL Foundation certification is preferred.