Lead L3 Telecom Engineering

Foundever is a global leader in the customer experience (CX) industry. With 150000 associates across the globe were the team behind the best experiences for 800 of the worlds leading and digital-first brands. Our innovative CX solutions technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

The deepest technical authority on the contact centre voice and CX estate Genesys Avaya NICE and Zoom across all global sites. Where L1 and L2 restore the known this role resolves what has not been seen before engineers out the causes of recurrence and raises the reliability of the platform rather than only its uptime.

• Resolve own L3 escalation for voice and CX incidents end to end from SIP and media-layer diagnosis through to confirmed restoration.
• Engineer design build and harden platform configuration integrations and recovery capability across the four platforms.
• Reduce toil extend observability automate the repetitive and push the fix upstream so incidents stop reaching L3 at all.

L3 Escalation & Incident Resolution

• Act as final technical escalation for P1 and P2 voice contact centre and collaboration incidents; join the major incident bridge and drive resolution under time pressure.
• Perform deep diagnosis at the signalling and media layer SIP trace and ladder analysis RTP and codec behaviour MOS jitter latency and packet loss SBC and trunk-side fault isolation.
• Isolate fault domain quickly across platform carrier SBC network and endpoint and drive the correct owner rather than absorbing every symptom.
• Produce technical RCA to the accepted standard evidenced timeline confirmed cause corrective and preventive actions with dates and feed it into problem management.

Platform Engineering & Change

• Own configuration and engineering across the four platforms: routing and flow design trunk and dial plan changes integrations recording and retention and tenant administration.
• Plan and execute upgrades patching migrations and certificate lifecycle; keep the estate within vendor-supported versions and drive obsolescence out.
• Prepare and defend change records at CAB with tested implementation validation and rollback plans; execute high-risk changes personally.
• Own capacity licensing headroom and performance forecasting for voice ports concurrency recording storage and trunk utilisation.

Reliability Observability & Automation

• Define and instrument the service level indicators that matter for voice call setup success failure rates media quality recording completeness and monitor against them.
• Improve alert quality: eliminate noise close blind spots and ensure alerts point at a cause rather than a symptom.
• Automate repetitive operational work health checks provisioning config validation evidence collection through scripting or platform APIs.
• Maintain runbooks escalation paths and recovery procedures for every known failure mode and prove them through DR and failover testing.

Technical Leadership & Vendor Escalation

• Act as technical lead to the L1 and L2 telecom bench: set diagnostic standards review their analysis and close capability gaps through coaching and documentation.
• Drive OEM and carrier escalations to conclusion Genesys Avaya NICE Zoom and voice carriers challenging weak vendor RCA holding fix commitments to their dates and supporting the Vendor Management Office with technical input to service reviews and RFO assessment.
• Represent the telecom estate in architecture resilience and risk discussions translating technical exposure into terms leadership can act on.

Essential

• 1015 years in enterprise voice contact centre or unified communications engineering including at least 4 years at L3 or equivalent depth in a 24x7 multi-site environment.
• Demonstrable hands-on depth across the platform scope above deep on at least two of Genesys Avaya NICE and Zoom with working competence on the remainder.
• Expert-level voice fundamentals: SIP SDP RTP/SRTP codecs SBC behaviour QoS and DSCP marking WebRTC dial plans DID management and carrier trunk architecture.
• Fluent with packet and signalling analysis tooling Wireshark sngrep HOMER or equivalent and able to reach a conclusion from a trace rather than a vendor opinion.
• Track record of resolving novel P1 incidents under executive visibility and of writing the RCA that followed.
• Scripting for operational automation Python PowerShell or equivalent and comfort with platform REST APIs.
• Bachelors degree in Engineering IT or a related discipline.

Preferred

• Platform certification Genesys (GCP/GCA) Avaya (ACSS/ACIS) NICE or Zoom administrator credentials.
• BPO or contact centre operating environment at global scale with exposure to multi-region carrier estates.
• SRE practice exposure error budgets SLI/SLO definition postmortem culture toil measurement; ITIL v4 Foundation; cloud voice migration experience.

Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
Professional growth. Continuous learning and development opportunities in a dynamic remote work environment.
Competitive compensation. Attractive salary and benefits package.
Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.