• Provide L1/L2 support for enterprise voice and contact center platforms. • Monitor, troubleshoot, and resolve voice network incidents within defined SLAs. • Support and administer, Genesys, Aspect Contact Center, Poly VC devices, Avaya Communication Manager and Asterisk-based solutions. • Perform voice system configuration, user provisioning, moves, adds, and changes. • Troubleshoot SIP, PRI, VoIP, call routing, dial plans, and voice quality issues. • Work closely with telecom service providers for circuit and voice-related issues. • Monitor system performance and proactively address potential service disruptions. • Participate in incident management, problem management, and change management activities. • Maintain technical documentation, SOPs, and network diagrams. • Support voice infrastructure upgrades, migrations, and implementation activities. • Provide 24x5 shift support, including weekends and holidays, as per business requirements.