Enterprise Voice Administrator

Job Summary:

Enterprise Voice Administrator

Key Responsibilities:

• Administer and support MS Teams Phone System with Ribbon SBC for Direct Routing.
• Maintain and support Cisco UCM infrastructure (Call Manager, Unity Connection, Voice Gateways, Expressways).
• Manage and troubleshoot Cloud Contact Center platforms, especially Cisco Webex Contact Center.
• Interface with telecom service providers for ISDN PRI/SIP Trunk issues.
• Resolve voice-related incidents and requests following ITIL practices.
• Configure and support voice-related applications: E911, IVR, speech attendants, call accounting.
• Provide technical support to employees globally, focusing on voice system-related issues.
• Log, escalate, and resolve incidents using ticketing systems.
• Support hardware/software problems involving PCs, Linux/Unix, email clients, and network connectivity.
• Maintain documentation and update the knowledge base for voice support issues.
• Participate in 24x7 support shift rotation and on-call duties.

Skills Required:

• 35 years of hands-on experience with enterprise voice administration.
• Expertise in MS Teams Voice, Direct Routing with Ribbon SBCs.
• Experience with Cisco UC infrastructure: CUCM, Unity, Expressway, Voice Gateways.
• Familiarity with Cisco Webex Contact Center (or similar cloud contact centers).
• Strong understanding of SIP, RTP, TCP/IP, UDP, and related voice protocols.
• Working knowledge of voice tools: IVR, call routing, and speech attendants.
• Experience with ITSM tools (incident/request/change/problem management).
• Troubleshooting skills across Windows OS, MS Office Suite, and basic networking.
• Good communication (verbal/written) and customer service skills.
• Scripting skills (PowerShell, Python) added advantage.

Education & Experience:

• Bachelor's degree in IT or related field (Required)
• 2+ years of help desk or voice support experience in a corporate environment
• Contact Center support experience is a plus
• Industry certifications and technical training preferred