Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

We are seeking a proactive L2 NOC Engineer with expertise in Unified Communications (UC) and Contact Center as a Service (CCaaS) platforms to support our US-based customers.
The ideal candidate will have strong technical knowledge of UC and voice systems, hands-on experience with tools such as Five9, Webex Contact Center, Genesys, or AWS Connect, and the ability to troubleshoot and resolve complex call-flow and connectivity issues in a fast-paced, 24x7 environment. This role requires proactive monitoring, issue diagnosis, and support for enterprise communication platforms, ensuring minimal downtime and optimal service quality.

Responsibilities:

• Monitor and respond to alerts related to the CCaaS / UC stack, including Five9, Webex Contact Center, Genesys, and AWS Connect.
• Diagnose and resolve inbound/outbound call-flow issues, agent login/connectivity problems, IVR or campaign failures, and agent desktop (Five9) issues.
• Conduct proactive system monitoring using admin consoles and NOC tools to identify performance degradation and escalate issues when required.
• Configure, change, and manage system components such as user provisioning, call routing, delegation, voicemail, auto-attendants, call queues, resource accounts, and SBC/device rollouts.
• Support platform migrations and major updates, including transitions such as Skype 2019 → Microsoft Teams, and Teams Classic → New Teams, as well as related device and voice-routing changes.
• Automate routine operational tasks such as daily reporting, user voice assignments, and Active Directory attribute updates using PowerShell or APIs.
• Collaborate with internal and external stakeholders to ensure timely issue resolution and maintain high service quality standards.
• Maintain accurate documentation of incidents, changes, and system configurations following ITIL / ITSM best practices.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 4+ years of hands-on experience supporting Unified Communications, Voice Networks, or Contact Center platforms, with at least 2 years of direct experience on platforms such as Five9, Webex Contact Center, Genesys, or AWS Connect.
• Strong technical foundation in:
     - UC/Voice systems and IP Telephony
     - VoIP/SIP protocols and call routing
     - Contact Center technologies and integrations
• Experience with PowerShell scripting, automation, monitoring tools, and ITSM platforms (ServiceNow preferred).

Benefits at Innovatia:

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.