Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
We are seeking a Senior Cisco Voice SME with 12+ years of experience in Unified Communications (UC) and Collaboration Operations to lead enterprise voice modernization, cloud collaboration, and Microsoft Teams Calling initiatives. The ideal candidate will possess deep expertise in Cisco UC technologies, Contact Center platforms, Microsoft Teams Voice, Session Border Controllers (SBC), and enterprise collaboration services while providing technical leadership, operational governance, and strategic guidance for global voice environments.
Roles & Responsibilities:
Lead the administration, configuration, troubleshooting, and lifecycle management of Cisco Unified Communications Manager (CUCM) and cloud-based collaboration platforms.
Manage Cisco Unity Connection, IM & Presence, Expressway, Softphone (Cisco Jabber/Webex App), and enterprise voice infrastructure.
Oversee MACD activities, call flow management, user provisioning, dial plans, CDR management, monitoring, backup, and reporting.
Lead Microsoft Teams Calling, Direct Routing, Operator Connect, and integration with Session Border Controllers (SBC) and CUCM.
Troubleshoot complex routing and interoperability issues between Microsoft Teams Tenant, SBCs, PSTN, and CUCM.
Support Cisco Contact Center / CCaaS platforms, user management, call routing, and cloud collaboration services.
Manage integrations with enterprise SaaS platforms including Salesforce, ServiceNow, and other third-party applications.
Ensure platform availability by coordinating incident, problem, and change management with platform suppliers and global support teams.
Manage license administration, capacity planning, compliance, and operational reporting.
Support Microsoft Teams Rooms (MTR) devices, E911 services, security policies, and enterprise collaboration standards.
Lead voice modernization, cloud migration, and collaboration transformation initiatives while ensuring high availability and service excellence.
Professional & Technical Skills:
Cisco Unified Communications Manager (CUCM)
Cisco Unity Connection & IM & Presence
Cisco Expressway & SIP Protocols
Microsoft Teams Calling & Direct Routing
Session Border Controllers (Cisco CUBE, Ribbon, AudioCodes, Oracle)
Cisco Contact Center / CCaaS
Call Flow Design, MACD & User Management
CDR Management, Monitoring & Backup Tools
Incident, Problem & Change Management
Third-Party SaaS Integration (Salesforce, ServiceNow)
License Management & Reporting
E911 Services & Voice Security
Preferred Skills
Cisco Webex Calling
Microsoft Teams Rooms (MTR)
Operator Connect
PowerShell, REST APIs, and UC Automation
ITIL Framework
AI-assisted Monitoring & Collaboration Analytics
Hybrid Cloud Voice Solutions
Professional Attributes
Strong leadership and stakeholder management skills.
Proven experience managing global Unified Communications environments.
Excellent troubleshooting and root cause analysis capabilities.
Strong customer-facing consulting and communication skills.
Ability to lead operational governance, supplier management, and service improvements.
Experience driving enterprise collaboration modernization and cloud adoption.
Additional Information:
12+ years of experience in Cisco Unified Communications, Enterprise Voice, and Collaboration Operations.
Extensive hands-on experience with CUCM, Microsoft Teams Calling, SBCs, Contact Center Cloud, Enterprise Voice Routing, and UC Platform Management.
Experience supporting large-scale global collaboration environments and cloud migration initiatives.
Preferred Certifications
Cisco CCNP Collaboration / CCIE Collaboration
Microsoft Teams Administrator Associate (MS-700)
Cisco Webex Calling Certifications
ITIL Foundation / ITIL Managing Professional
Microsoft 365 Collaboration Certifications
Key Competencies
Enterprise Unified Communications Architecture
Cisco Voice & Collaboration Operations
Microsoft Teams Voice & Direct Routing
Contact Center Cloud (CCaaS)
Third-Party SaaS Integrations
Platform Governance & Supplier Management
Incident & Problem Management
License & Capacity Management
Enterprise Voice Modernization
Hybrid Cloud Collaboration
Bengaluru
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