Voice Network Engineer - L3

Experience

7-11 Years

Role Summary

Provide Level 3 support for enterprise AVVC platforms, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly systems, Q-SYS, Crestron, and Extron technologies. Responsible for complex troubleshooting, major incident management, RCA, solution design, platform upgrades, integrations, lifecycle management, and driving service improvements across large-scale meeting room environments. Lead technical escalations and mentor L1/L2 support engineers.

Key Responsibilities

• Act as SME for Zoom, Cisco, Poly, Crestron, Extron, and Q-SYS platforms.
• Lead technical escalations and major incident management.
• Design, implement, and optimize AVVC solutions and meeting room standards.
• Perform upgrades, migrations, lifecycle management, and capacity planning.
• Troubleshoot complex interoperability, codec, DSP, and network issues.
• Drive RCA, operational excellence, and technology roadmaps.
• Mentor L1/L2 engineers and provide technical governance.
• Work on Zoom workflow automations and API setup.
• Work on INC and timely closure.

Primary Required Skills

• Expert administration of Zoom & Cisco Video conferencing infrastructure
• Poly Studio X52, X72, G7500, G62
• Cisco Collaboration (CUCM, Expressway, Webex, Rooms)
• Microsoft Teams Rooms
• Q-SYS Core & Designer Platform
• Crestron Programming & AV Control Systems
• Extron AV Switching & Control
• Audio DSP Technologies (Q-SYS, Biamp, Shure, Sennheiser)
• SIP, H.323, RTP and Video Conferencing Protocols
• AV Architecture & System Integration
• Network Troubleshooting, QoS & Media Optimization
• RCA, Problem Management & Service Improvement
• OEM/Vendor Escalation Management
• PowerShell or Python, or Shell Scripting to automate operational tasks
• Review & updates the operations documents.

Secondary Skills

• IP Telephony.

Automation Skills

• Automation skills to automate the workflow Zoom and Cisco VC infrastructure. Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks.

Support coverage: 24X7

Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.