Support Cisco Unified Communications -Communications Manager -Unity Connection -IM and Presence Jabber -Contact Center Express -Support Cisco Voice Gateways utilizing various protocols including SIP, H323, MGCP and SCCP Avaya Support for Avaya Contact Center Products, i.e. Voice Portal, Application Enablement Services, Call Management Server and Avaya Aura Contact Center, Work Force Optimization or UC products (Voice) Engineer i.e Communication Manager, Session Manager, System Manager & System Platform. Gestión de Incidentes Atender, diagnosticar y resolver incidentes relacionados con servicios VoIP. Registrar, clasificar y priorizar tickets conforme a SLA. Realizar troubleshooting en telefonía IP, SIP, RTP y red asociada. Escalar incidentes según nivel de complejidad. Gestión de Cambios Implementar cambios en plataformas VoIP (PBX, SBC, gateways). Ejecutar solicitudes de cambio (RFC) conforme a procesos ITIL. Participar en mantenimientos programados y ventanas de cambio.