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.