UC Senior Technical Support Engineer

About the Role

VaporVM is seeking an experienced and technically proficient UC Senior Technical Support Engineer to join its team in Riyadh, Saudi Arabia. This full-time role involves providing advanced L2/L3 technical support, troubleshooting complex Unified Communications (UC) and telephony incidents, and implementing approved production changes. The successful candidate will also support solution implementation, upgrades, migrations, and maintenance activities within enterprise environments.

Role Overview

The UC Senior Technical Support Engineer will be responsible for ensuring the reliability and performance of enterprise voice and collaboration environments. This position requires strong hands-on expertise in Avaya Aura, Cisco Unified Communications, Session Border Controllers (SBCs), VoIP, SIP, and enterprise telecommunications technologies. The ideal candidate will be customer-focused, analytical, and capable of independently resolving complex technical issues while collaborating with various technical stakeholders.

Key Responsibilities

• Provide L2/L3 technical support for enterprise Unified Communications, telephony, and contact center environments.
• Configure, implement, maintain, and troubleshoot Avaya Aura and Cisco Unified Communications platforms.
• Diagnose and resolve complex issues involving VoIP, SIP, **, call routing, signaling, codec negotiation, and voice quality.
• Support, configure, and troubleshoot Session Border Controllers (SBCs) and related UC infrastructure.
• Troubleshoot end-to-end voice communication issues across LAN/WAN, IP networks, telephony platforms, and carrier/SIP environments.
• Participate in solution implementations, system upgrades, migrations, expansions, and maintenance activities.
• Analyze, test, document, and implement approved change requests in production environments while minimizing service disruption.
• Work directly with customers and internal stakeholders to identify, troubleshoot, and resolve technical issues within agreed SLAs and operational targets.
• Perform detailed root-cause analysis (RCA) and provide corrective actions and technical recommendations.
• Monitor system performance and proactively identify potential service-impacting issues.
• Prepare and maintain technical documentation, system configurations, troubleshooting guides, support procedures, and knowledge articles.
• Collaborate closely with project, network, security, infrastructure, and service delivery teams to ensure seamless UC service delivery.
• Provide technical guidance and communicate complex technical concepts clearly to both technical and non-technical stakeholders.
• Support continuous improvement initiatives related to UC service availability, performance, reliability, and operational efficiency.

Qualifications and Experience

• 5-10 years of experience in Unified Communications technical support.
• Extensive hands-on experience supporting enterprise voice and collaboration environments.
• Strong expertise in Avaya Aura and/or Cisco Unified Communications platforms.
• Proficiency in SIP, VoIP, SBCs, IP networking, and enterprise voice technologies.
• Demonstrated ability to independently troubleshoot complex UC and telephony incidents.
• Experience in implementing production changes and supporting technical projects, including solution implementations, migrations, and upgrades.

Required Skills

• Strong analytical and problem-solving skills.
• Excellent communication skills, capable of interacting effectively with customers, technical teams, project stakeholders, and third-party vendors.
• Customer-focused approach with the ability to manage and resolve technical issues within agreed SLAs.
• Ability to work collaboratively within a team and across different departments.

Application Information

This position offers an opportunity for a senior UC professional to take ownership of complex technical challenges and contribute to the reliability, performance, and continuous improvement of enterprise communication services. Salary for this position will be disclosed during the interview process.