What are the responsibilities and job description for the Telecom Support - L2 -Avaya position at HTC Global Services?
Job Description
Telecom Support L2 Sr
Key Responsibilities
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email compensationrange@htcinc.com. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.
Telecom Support L2 Sr
Key Responsibilities
- Advanced Telecom Operations & Escalations with a focus on Avaya
- Serve as the final L2 escalation point for all telecom-related incidents with a primary focus on Avaya voice environments, including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity issues.
- Lead advanced troubleshooting of Avaya call routing, dial plans, call flows, and integrations with SBCs, voice gateways, and carrier networks.
- Perform deep-dive diagnostics using Avaya CM traces, SM logs, CDRs, SIP ladder traces, and provider diagnostics.
- Provide hands-on, day-to-day troubleshooting for complex voice and UC issues in a production Avaya environment.
- Own and manage enterprise telecom infrastructure with strong emphasis on Avaya platforms, including:
- SIP Trunks / SBCs
- PRI/ISDN/E1 links
- MPLS, SD-WAN, and DIA circuits
- VoIP infrastructure and gateways
- UC platforms (Teams Direct Routing, Avaya, etc.)
- Oversee number management, DID allocation, and porting processes.
- Telecom Service Provider & Vendor Management
- Interface with carriers & telco vendors for escalations, fault resolution, SLA disputes, and service improvements.
- Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades.
- Ensure vendors adhere to contractual SLAs and provide timely RCA reports.
- Conduct telecom capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies.
- Analyze traffic patterns, CDRs, and call flows to prevent congestion and ensure optimal routing.
- Recommend upgrades, restructuring, or optimizations based on performance trends.
- Lead telecom-related and Avaya specific change activities including:
- Avaya platform upgrades and patches
- Circuit migrations and upgrades
- SIP trunk onboarding
- SBC/Voice gateway configuration changes
- Dial plan modifications and UC integrations
- Validate and approve telecom RFCs, risk assessments, and rollback procedures.
- Enforce telecom standards including dial-plan governance, numbering formats, QoS configurations, and SBC security policies.
- Ensure compliance with regulatory requirements (TRAI, FCC, E911, emergency calling).
- Implement and maintain telecom security standards such as fraud detection, toll-bypass prevention, and SIP security hardening.
- Maintain detailed documentation including telecom topology diagrams, circuit inventory, vendor lists, dial plan documentation, and SOPs.
- Track contract renewals, service expiries, and cost optimization opportunities.
- Manage telecom asset lifecycle including capacity thresholds and end-of-life planning.
- Guide L1/L2 telecom/voice/network teams in troubleshooting, RCA, and telecom best practices.
- Develop knowledge base articles, training documents, and operational SOPs.
- Participate in roadmap discussions and provide recommendations for technology evolution.
- Strong expertise in telecom technologies such as SIP, RTP, PRI, ISDN, PSTN, DID, QSIG, SS7.
- Hands-on experience with:
- Voice gateways (Avaya, AudioCodes, Ribbon)
- SBC platforms
- Avaya, Teams Direct Routing or similar UC systems
- Strong understanding of WAN technologies: MPLS, SD-WAN, VPN, DIA, QoS, CoS classifications.
- Ability to read and analyze SIP traces, CDR logs, ladder diagrams, and signaling flows.
- Strong fault isolation skills for voice quality issues (jitter, packet loss, latency).
- Familiarity with telecom billing, usage analysis, and cost management.
- Knowledge of network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).
- Basic concept of color codes and MDF/IDF wiring.
- Familiarity with Nortel Bix block, 66 block and110 block punch down.
- RightFax server knowledge over SIP platform.
- Ability to lift > 50 lbs.
- Experience: 10–12 years in telecom operations, voice engineering, or unified communications support, with at least 3–4 years in L3 or senior escalation roles.
- Ribbon/Audiocodes SBC certifications
- Avaya/Teams UC certifications
- ITIL v4 Foundation
- Any telecom auditing/FCC/TRA compliance certification (optional)
- Strong ownership, analytical thinking, and problem-solving aptitude.
- Excellent communication with the ability to lead high-severity bridges.
- Strong vendor negotiation and SLA management skills.
- Proactive, detail-oriented, and able to work in high-pressure environments.
- Able to mentor junior engineers and drive service excellence.
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email compensationrange@htcinc.com. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.