About the role

Provide Level 3 support for enterprise AVVC platforms, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly systems, Q-SYS, Crestron, and Extron technologies. Responsible for complex troubleshooting, major incident management, RCA, solution design, platform upgrades, integrations, lifecycle management, and driving service improvements across large-scale meeting room environments. Lead technical escalations and mentor L1/L2 support engineers.

Key responsibilities

Act as SME for Zoom, Cisco, Poly, Crestron, Extron, and Q-SYS platforms

Lead technical escalations and major incident management

Design, implement, and optimize AVVC solutions and meeting room standards

Perform upgrades, migrations, lifecycle management, and capacity planning

Troubleshoot complex interoperability, codec, DSP, and network issues

Drive RCA, operational excellence, and technology roadmaps

Mentor L1/L2 engineers and provide technical governance

Work on Zoom workflow automations and API setup

Work on INC and timely closure

About you

7-11 years of experience

Expert administration of Zoom & Cisco Video conferencing infrastructure

Poly Studio X52, X72, G7500, G62

Cisco Collaboration (CUCM, Expressway, Webex, Rooms)

Microsoft Teams Rooms

Q-SYS Core & Designer Platform

Crestron Programming & AV Control Systems

Extron AV Switching & Control

Audio DSP Technologies (Q-SYS, Biamp, Shure, Sennheiser)

SIP, H.323, RTP and Video Conferencing Protocols

Support coverage: 24X7 - Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.