Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with deep expertise in Unified Communications and Contact Center technologies. Operating for over 20 years, we specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services. With a global team of over 200 professionals, we support some of the world’s leading Fortune 500 and Fortune 1000 organizations.
This position requires an experienced L2 NOC Engineer with strong expertise in Unified Communications (UC) and Contact Center as a Service (CCaaS) platforms. The ideal candidate will be responsible for monitoring enterprise communication systems, troubleshooting complex voice and call-flow issues, and ensuring seamless performance across contact center environments. The role demands strong analytical skills, the ability to work in high-pressure 24x7 environments, and hands-on experience with platforms such as Five9, Webex Contact Center, Genesys, or AWS Connect.
Responsibilities:
- Monitor CCaaS and UC platforms including Five9, Webex Contact Center, Genesys, and AWS Connect to ensure system availability and performance
- Diagnose and resolve inbound/outbound call flow issues, IVR failures, campaign issues, and agent login/connectivity problems
- Perform proactive monitoring using NOC tools and administrative consoles to identify performance degradation and service-impacting issues
- Configure and manage system components such as user provisioning, call routing, queues, auto-attendants, voicemail, and resource accounts
- Support voice infrastructure changes including SBC/device rollouts, routing updates, and platform migrations (e.g., Skype for Business to Microsoft Teams transitions)
- Automate routine operational tasks such as reporting, user assignments, and Active Directory updates using PowerShell or APIs
- Collaborate with internal and external stakeholders to ensure timely incident resolution and maintain service quality standards
- Maintain accurate documentation of incidents, changes, and configurations in accordance with ITIL/ITSM best practices
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Proven experience as a NOC Engineer or in Unified Communications / Voice / Contact Center support roles
- 4+ years of experience in network or voice operations, with at least 2+ years of hands-on experience on CCaaS platforms such as Five9, Webex
- Contact Center, Genesys, or AWS Connect
- Strong understanding of VoIP, SIP call flows, IP telephony, and contact center technologies
- Hands-on experience with troubleshooting complex voice routing, IVR systems, and agent connectivity issues
- Experience with monitoring tools and ITSM platforms such as ServiceNow preferred
- Proficiency in PowerShell scripting, automation, and API-based integrations
- Familiarity with Microsoft Teams voice environments and migration scenarios is a plus
- Strong analytical, troubleshooting, and communication skills with ability to work in 24x7 shift environments
- Experience with ITIL processes and incident/change management practices is preferred
- Certifications such as Microsoft Teams Administrator Associate, Azure Fundamentals, or networking/voice certifications are an added advantage
Benefits at Anovia:
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs
- Attractive leave policy including holiday leave, maternity leave, paternity leave, birthday leave, bereavement leave, and paid personal time off
- Strong focus on learning, development, and career growth opportunities
- Remote work flexibility
- Work-life balance initiatives
- Immigration support program for eligible employees relocating to Canada
We thank all candidates for their interest; however, only shortlisted candidates will be contacted.
Anovia is an equal opportunity employer.
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