Job Title

Senior Consultant Voice / Consultant Voice – Genesys Voice Role Summary The Senior Consultant Voice / Consultant Voice – Genesys is responsible for providing advanced (Tier-3) technical support and consultancy for enterprise voice and contact-center platforms, including Genesys and Avaya/Nortel environments. The role focuses on troubleshooting complex voice, telephony, network, and integration issues, ensuring high service availability and delivering exceptional client experience. The consultant acts as an escalation point for Tier-1/2 teams and collaborates with vendors, carriers, and field services to resolve critical incidents and drive continuous service improvement.Primary Roles & Responsibilities ProvideTier-3 escalation supportfor complex voice/contact-center incidents involving Genesys, Avaya, Nortel, telephony, and network infrastructure. Analyze, diagnose, and resolve advanced hardware, software, SIP/VoIP, routing, and connectivity issues within agreed SLAs. Perform deep-dive troubleshooting across voice platforms, gateways, SBCs, IVR, CTI, and contact-center integrations. Conduct root-cause analysis (RCA) and document solutions, workarounds, and knowledge articles for reuse. Coordinate with carriers, OEM vendors, and field service teams for incident resolution and service restoration. Identify recurring issues and trends from incident queues and recommend corrective/preventive actions. Support incident, problem, and change management processes within ITIL-aligned service delivery frameworks. Monitor and guide Tier-2 teams on complex cases and ensure timely ticket closure. Recommend architecture, configuration, and performance improvements for voice and contact-center environments. Maintain and expand technical expertise on Genesys, Avaya Aura, Nortel CS1000, SIP, VoIP, and contact-center technologies. Support deployments, upgrades, migrations, and integration activities when required. Prepare technical reports, RCA documentation, and client communication updates. Ensure adherence to service processes, escalation paths, and customer SLAs.Knowledge, Skills & Abilities Strong troubleshooting expertise in enterprise voice and contact-center technologies Deep understanding of SIP, VoIP, telephony protocols, routing, and call flows Experience with contact-center platforms (Genesys/Avaya/Nortel) Analytical problem-solving and critical thinking Customer-focused mindset with strong communication skills Ability to work in high-severity incident environments Documentation and knowledge-management discipline Collaboration with multi-vendor and carrier ecosystemsTechnical Skills Genesys Voice / Contact Center platforms Avaya Aura Communication Manager Nortel CS1000 SIP / VoIP / ISDN / PSTN / SBC / Gateways IVR, ACD, CTI, WFM/WFO integrations Voice networking and QoS concepts ITIL Service Management tools & ticketing systemsEducation & Experience Bachelor’s degree in Engineering, Information Technology, or related field (preferred) or equivalent experience. 10+ years of experience in voice/contact-center support within Technology Services or Managed Services environments. Certifications preferred: Avaya ACIS / ACSS (Aura Communication Manager) Genesys certifications (Voice/Engage/Cloud) Strong experience supporting Nortel CS1000 environments required. Knowledge of Avaya ACR/ACRA/WFO is an advantage.