UC Senior Technical Support Engineer Job Summary We are seeking an experienced and technically proficient Unified Communications (UC) Senior Technical Support Engineer to join our team. The successful candidate will have strong hands-on expertise in Avaya Aura, Cisco Unified Communications, Session Border Controllers (SBCs), VoIP, SIP, and enterprise telecommunications technologies. The role is responsible for providing advanced L2/L3 technical support, troubleshooting complex UC and telephony incidents, implementing approved production changes, and supporting solution implementation, upgrades, migrations, and maintenance activities. The ideal candidate will be customer-focused, analytical, and capable of independently resolving complex technical issues while working collaboratively with clients, project teams, network and security teams, and other technical stakeholders. Key Responsibilities Provide L2/L3 technical support for enterprise Unified Communications, telephony, and contact center environments. Configure, implement, maintain, and troubleshoot Avaya Aura and Cisco Unified Communications platforms. Diagnose and resolve complex issues involving VoIP, SIP, H.323, call routing, signaling, codec negotiation, and voice quality. Support, configure, and troubleshoot Session Border Controllers (SBCs) and related UC infrastructure. Troubleshoot end-to-end voice communication issues across LAN/WAN, IP networks, telephony platforms, and carrier/SIP environments. Participate in solution implementations, system upgrades, migrations, expansions, and maintenance activities. Analyze, test, document, and implement approved change requests in production environments while minimizing service disruption. Work directly with customers and internal stakeholders to identify, troubleshoot, and resolve technical issues within agreed SLAs and operational targets. Perform detailed root-cause analysis (RCA) and provide corrective actions and technical recommendations. Monitor system performance and proactively identify potential service-impacting issues. Prepare and maintain technical documentation, system configurations, troubleshooting guides, support procedures, and knowledge articles. Collaborate closely with project, network, security, infrastructure, and service delivery teams to ensure seamless UC service delivery. Provide technical guidance and communicate complex technical concepts clearly to both technical and non-technical stakeholders. Support continuous improvement initiatives related to UC service availability, performance, reliability, and operational efficiency. Mandatory Requirements Saudi National. Minimum 5 years of hands-on experience in Unified Communications, enterprise telephony, telecommunications, and/or contact center environments. Strong hands-on experience with Avaya Aura and/or Cisco Unified Communications platforms. Strong understanding of VoIP protocols, technologies, and enterprise IP networking. Practical knowledge of:SIPH.323DHCPDNSLAN/WANIP networking Voice and telephony technologies Hands-on experience with Session Border Controllers (SBCs). Experience troubleshooting complex voice, signaling, call-routing, and interoperability issues. Experience working in enterprise production environments with defined SLAs and change-management processes. Experience with call center/contact center systems is highly preferred. Relevant technical certifications from Avaya, Cisco, Genesys, or other recognized technology vendors are preferred. Strong analytical, troubleshooting, and problem-solving capabilities. Excellent communication, interpersonal, and customer-facing skills. Ability to work independently while effectively collaborating with cross-functional technical teams. Ability to manage multiple priorities in a fast-paced and technically demanding environment. Preferred / Nice-to-Have Skills Experience with Genesys or other enterprise contact center platforms. Experience with VMware or other virtualization technologies. Exposure to cloud-based Unified Communications and telecommunications environments. Experience supporting UC solution design, implementation, migration, upgrade, and transformation projects. Knowledge of enterprise voice architecture and SIP trunking. Relevant professional certifications in networking, telecommunications, Unified Communications, or contact center technologies. Experience working with telecom carriers, SIP providers, and third-party technology vendors. Employment Details
Experience Level: Senior / L2-L3 Technical Support Employment Focus: Unified Communications, Enterprise Telephony & Contact Center Ideal Candidate Profile The ideal candidate is a technically strong, customer-focused, and highly analytical Unified Communications professional with extensive hands-on experience supporting enterprise voice and collaboration environments. The candidate should be capable of independently troubleshooting complex UC and telephony incidents, implementing production changes, supporting technical projects, and contributing to solution implementations, migrations, and upgrades. Strong expertise in Avaya Aura and/or Cisco Unified Communications, SIP, VoIP, SBCs, IP networking, and enterprise voice technologies is essential. The successful candidate will also demonstrate excellent communication skills and the ability to work effectively with customers, technical teams, project stakeholders, and third-party vendors. This position is ideal for a senior UC professional who is looking to take ownership of complex technical challenges and contribute to the reliability, performance, and continuous improvement of enterprise communication services.