L2 NOC Five9 Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a L2 NOC Five9 Engineer based in India.

This role sits within a high-performance network operations environment focused on supporting enterprise-grade Unified Communications and Contact Center platforms. You will be responsible for ensuring the stability, availability, and performance of mission-critical CCaaS systems used by global organizations. The position involves monitoring, troubleshooting, and resolving complex voice, routing, and call-flow issues across platforms such as Five9 and other leading contact center technologies. You will work in a 24x7 operational environment where rapid incident response and problem-solving are essential. In addition to incident management, you will contribute to system configuration, automation, and continuous service improvement initiatives. The role requires strong technical expertise combined with a structured, ITIL-aligned operational mindset. This is an opportunity to work in a fast-paced, global support organization with exposure to large-scale enterprise communication systems.

• Monitor CCaaS and Unified Communications platforms such as Five9, Webex Contact Center, Genesys, and AWS Connect to ensure high availability and performance.
• Diagnose and resolve complex voice and call-flow issues, including IVR failures, routing issues, and agent connectivity problems.
• Perform proactive system monitoring using NOC tools and administrative consoles to detect and prevent service degradation.
• Manage configuration tasks including user provisioning, call routing, queues, auto-attendants, voicemail, and resource accounts.
• Support voice infrastructure changes such as SBC/device rollouts, routing updates, and telephony platform migrations.
• Automate operational tasks using PowerShell, APIs, and scripting for reporting, provisioning, and system updates.
• Collaborate with internal teams and external stakeholders to ensure timely incident resolution and service continuity.
• Maintain detailed documentation of incidents, changes, and system configurations in alignment with ITIL/ITSM practices.
• Participate in shift-based 24x7 operations ensuring continuous monitoring and support coverage.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 4+ years of experience in network operations, voice engineering, or NOC support roles.
• At least 2+ years of hands-on experience with CCaaS platforms such as Five9, Webex Contact Center, Genesys, or AWS Connect.
• Strong understanding of VoIP, SIP protocols, IP telephony, and contact center architecture.
• Experience troubleshooting complex voice routing, IVR systems, and call connectivity issues.
• Familiarity with monitoring tools and ITSM platforms such as ServiceNow is preferred.
• Proficiency in PowerShell scripting, automation, and API integrations.
• Exposure to Microsoft Teams voice environments and migration projects is a plus.
• Strong analytical and problem-solving skills with the ability to work in high-pressure environments.
• Willingness to work in 24x7 rotational shifts.
• Understanding of ITIL processes and incident/change management frameworks is desirable.
• Relevant certifications (Microsoft Teams Administrator Associate, Azure Fundamentals, or networking/voice certifications) are an advantage.

Benefits:

• Competitive salary aligned with experience and industry benchmarks
• Comprehensive health insurance coverage
• Employee wellness programs focused on mental and physical well-being
• Structured reward and recognition programs
• Attractive leave policy including personal, maternity, paternity, and special leaves
• Remote work flexibility depending on shift requirements
• Strong focus on learning, upskilling, and career development
• Exposure to global enterprise contact center and UC environments
• Work-life balance initiatives and supportive team culture
• Opportunity to work in a fast-growing, technology-driven support organization