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.