Voice Network Engineer - L3

About the role

Provide Level 3 support for enterprise AVVC platforms, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly systems, Q-SYS, Crestron, and Extron technologies. Responsible for complex troubleshooting, major incident management, RCA, solution design, platform upgrades, integrations, lifecycle management, and driving service improvements across large-scale meeting room environments. Lead technical escalations and mentor L1/L2 support engineers.

Key responsibilities

• Act as SME for Zoom, Cisco, Poly, Crestron, Extron, and Q-SYS platforms
• Lead technical escalations and major incident management
• Design, implement, and optimize AVVC solutions and meeting room standards
• Perform upgrades, migrations, lifecycle management, and capacity planning
• Troubleshoot complex interoperability, codec, DSP, and network issues
• Drive RCA, operational excellence, and technology roadmaps
• Mentor L1/L2 engineers and provide technical governance
• Work on Zoom workflow automations and API setup
• Work on INC and timely closure

About you

• 7-11 years of experience
• Expert administration of Zoom & Cisco Video conferencing infrastructure
• Poly Studio X52, X72, G7500, G62
• Cisco Collaboration (CUCM, Expressway, Webex, Rooms)
• Microsoft Teams Rooms
• Q-SYS Core & Designer Platform
• Crestron Programming & AV Control Systems
• Extron AV Switching & Control
• Audio DSP Technologies (Q-SYS, Biamp, Shure, Sennheiser)
• SIP, H.323, RTP and Video Conferencing Protocols
• Support coverage: 24X7 - Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.