Support engineering activities by identifying risks and following established controls
Maintain service stability while managing ongoing transformation
Use management and observability tools for monitoring voice service quality and performance
Collaborate with technical and business teams to ensure effective communication
Improve production health by managing technical debt items and supporting architectural improvements
Address technical issues proactively and validate solutions for broader enterprise adoption

Enterprise Voice Platform Expertise
Hands‑on experience supporting a 24/7 large‑scale enterprise, with exposure to voice technologies such as Avaya, RingCentral, Verint, and Genesys
Service Stability, Controls & Engineering Support ability to support engineering activities by identifying risks, following established controls, and balancing service stability with ongoing transformation
Strong experience with management and observability tools, including Voice Quality & SIP Performance (VQSP), Virsae, Avaya System Manager, ThousandEyes, Jira, Confluence, ServiceNow, Power BI
Automation & Infrastructure as Code working knowledge of automation and IaC, with practical experience using Python, Jenkins, Harness, Ansible, Terraform, and Docker
Strong communication and collaboration skills, enabling effective engagement across technical and business teams
Ability to maintain and improve production health by raising and tracking technical debt items and supporting improvements aligned to future architecture
A proactive approach to resolving technical issues, evaluating new patterns and tools, and validating solutions for wider enterprise adoption

Infrastructure Specialist – Voice Services

Key skills