Senior Voice Engineer

Job Description

Skill Set

• Python,SIP,Voice,Avaya Contact Center Troubleshooting

• Total Experience :

• 7.00 to 15.00 Years

• No of Openings :

• 1

• Job Post Date :

• 29/06/2026

• Job Expiry Date :

• 01/08/2026

• Domain :

• IT

• Location :

• PLANO [United States]

• Job Reference No :

• 4091795

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• Job Summary

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Role Summary

We are seeking an experienced Senior Voice Engineer with strong expertise in Avaya Voice Infrastructure, Unified Communications, Contact Centre technologies, and Voice Automation. The engineer will provide L3 support, lead complex troubleshooting activities, drive voice transformation initiatives, and develop automation solutions to improve operational efficiency and service reliability.

Key Responsibilities

Provide L3 support for enterprise voice and unified communication environments.

Act as the highest technical escalation point for voice-related incidents and outages.

Troubleshoot complex issues involving Avaya telephony, SBCs, SIP trunks, call routing, and contact centre platforms.

Perform root cause analysis (RCA) and implement permanent fixes.

Lead voice migrations, upgrades, and transformation projects.

Support major incidents and customer escalation calls.

Collaborate with network, security, and application teams to resolve cross-functional issues.

Develop and maintain automation solutions for voice operations and monitoring.

Create operational dashboards, reports, and health-check assessments.

Work with telecom providers for SIP, PRI, and circuit-related issues.

Maintain technical documentation, call flows, and operational procedures.

Mentor L1/L2 engineers and provide technical guidance.

Mandatory Technical Skills

Avaya Voice Technologies

Avaya Aura Communication Manager

Avaya Session Manager

Avaya System Manager

Avaya Session Border Controller (SBCE)

Avaya Media Gateway (G430/G450/G650)

Avaya CMS Reporting

Avaya Contact Center / Elite

Avaya IP Office (good to have)

Voice & UC Technologies

SIP Protocol Analysis

H.323

VoIP Call Flow Troubleshooting

SIP Trunk Management

Dial Plan Design

Session Management

Call Routing & Call Recording

Voice QoS Analysis

SBC Administration

Contact Centre Technologies

Avaya Contact Center

Call Vectoring

VDN & Hunt Groups

CMS Reporting

Workforce Management Integration

IVR Integration

Automation Skills (Mandatory)

Python Scripting

REST API Integration

Automation using Ansible

PowerShell Scripting

Log Collection & Analysis Automation

Health Check Automation

Automated Configuration Backup & Validation

Dashboard Automation using Grafana, Power BI, or equivalent

SNMP & API-based Monitoring Integration

Preferred Automation Use Cases

Automated Voice Infrastructure Health Checks

SIP Trunk Monitoring & Alerting

Automated Incident Diagnostics

Configuration Compliance Validation

Voice Gateway Backup Automation

Call Quality Analytics Reporting

Capacity & Utilisation Reporting

Automated Certificate Monitoring

Change Validation Automation

SLA & KPI Reporting Automation

Additional Skills

Wireshark Packet Analysis

Telecom Carrier Coordination

ITIL Incident, Problem & Change Management

Monitoring Tools (SolarWinds, PRTG, Splunk, NetBrain)

Microsoft Teams Voice Integration (Direct Routing)

AudioCodes SBC (Preferred)

Certifications (Preferred)

Avaya Certified Specialist (ACS)

Avaya Certified Implementation Specialist (ACIS)

CCNP Collaboration

Microsoft Teams Voice Engineer (MS-720)

Python or Automation Certifications

Key Competencies

Strong customer-facing communication skills.

Ability to manage critical voice incidents independently.

Excellent troubleshooting and analytical skills.

Experience supporting large enterprise voice environments.

Capability to drive automation and operational improvement initiatives.

Willingness to work onsite and participate in on-call support rotation

The pay range for this role is $ 100,000 - $110,000* per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.

“Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com .”

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