UCC Service Owner - Voice

As the Voice Service Owner within the Unified Communication & Collaboration (UCC) function at UST, you will lead the voice infrastructure and voice recording services for BFSI clients. Your responsibilities include ensuring telephony systems meet compliance standards, maintaining optimal performance, and driving strategic improvements. You will be responsible for leading the voice service strategy, design, and deployment across enterprise environments. This involves managing and maintaining voice infrastructure such as telephony systems, voice gateways, SBCs, and PSTN integration. Additionally, you will oversee voice recording platforms to ensure regulatory compliance in BFSI environments. Your role will involve handling incident management, root cause analysis, and change control processes. You will define SLAs/OLAs, monitor service performance, and execute service improvements. Collaboration with compliance teams to enforce voice security policies, coordination with internal teams and vendors for operational support, and promoting automation and innovation within voice services are key aspects of this role. To excel in this role, you should have at least 10+ years of experience in IT infrastructure/service management, with a minimum of 5 years in voice services. A strong understanding of VoIP, SIP, SBCs, voice recording systems, and compliance needs is essential. Experience managing Microsoft Teams Voice, Cisco CUCM, or similar enterprise voice platforms, along with working knowledge of DLP, encryption protocols, and BFSI regulations, is required. Certifications in ITIL and PMP are preferred, and strong communication, documentation, and stakeholder engagement skills are crucial. Your performance will be measured based on SLA and OLA compliance, voice incident resolution timelines, successful execution of change tickets, root cause analysis effectiveness, stakeholder satisfaction, and audit readiness. UST is a global digital transformation solutions provider that partners with clients to embed innovation and agility into their organizations. With over 30,000 employees in 30 countries, UST aims to make a real impact through transformation, touching billions of lives in the process.,