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Unified Communications / Voice Engineer – Teams & SBC

12 years

0 Lacs

trivandrum kerala india

Posted:3 weeks ago| Platform: Linkedin logo

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Skills Required

management support recording playback storage routing aws connect sip patching maintenance voip troubleshooting resolve latency wireshark solarwinds network security collaboration design qos devops service reliability documentation compliance configuration cisco integration powershell scripting automation analysis communication flexibility certifications certification itil zoom capture

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

Voice Platform Management & Support

  • Provide Tier-3 support and manage the enterprise voice estate, ensuring high availability and optimal performance.
  • Troubleshoot issues related to Verba recording, playback, and storage.
  • Configure, maintain, and troubleshoot Microsoft Teams Direct Routing and related voice integrations.
  • Support and troubleshoot cloud-based call-center platforms such as AWS Connect.
  • Configure and optimize Ribbon SBC devices and SIP trunking solutions.
  • Perform firmware upgrades, patching, and maintenance of VoIP devices.

Troubleshooting & Advanced Support

  • Resolve complex voice quality issues (jitter, latency, packet loss) using tools like Wireshark and SolarWinds.
  • Provide advanced troubleshooting for critical incidents in global voice infrastructure.
  • Implement and maintain voice network security best practices.

Collaboration & Design

  • Integrate and support cloud CC platforms (AWS Connect, MS Teams).
  • Design and implement SIP trunking, QoS policies, and disaster recovery plans.
  • Work closely with network, security, and DevOps teams to ensure end-to-end service reliability.
  • Mentor junior engineers and contribute to knowledge sharing within the team.

Documentation & Compliance

  • Maintain detailed system documentation, SOPs, and configuration guides.
  • Ensure compliance with GDPR, HIPAA, and other regulatory standards for voice traffic and call recordings.
  • Maintain accurate network diagrams and operational documentation.

Qualifications & Experience

  • 12+ years of experience as a Unified Communications/Voice Engineer in a large enterprise or global MNC.
  • Strong hands-on experience in implementation and support of collaboration technologies.
  • Expertise in Verba voice recording platforms.
  • Proven experience managing Ribbon SBCs and Cisco Unified Communications Manager (CUCM).
  • Strong knowledge of Microsoft Teams voice design and enterprise telephony integration.
  • Proficiency in PowerShell scripting for automation and system management.
  • Deep understanding of unified communications platforms and their integration with Verba/Verint.
  • Strong troubleshooting skills with network probes and packet analysis tools.
  • Excellent analytical, communication, and problem-solving abilities.
  • Flexibility to support after-hours work, weekend activities, and on-call rotation as required.

Preferred Certifications (Optional, But a Plus)

  • Microsoft Teams Voice Engineer Associate (MS-700/720)
  • Cisco Certified Network Associate (CCNA) – Collaboration
  • Cisco Certified Network Professional (CCNP) – Collaboration
  • Microsoft Teams Administrator Certification
  • Ribbon SBC Professional Certification
  • ITIL Certification

Key Skills

  • SBC (Ribbon, Cisco)
  • Microsoft Teams (Direct Routing, Integration, Administration)
  • Cisco Voice (CUCM, Call Manager)
  • Verba Call Recording
  • Cloud Voice Platforms (AWS Connect, Zoom Phone)
  • Troubleshooting (Wireshark, SolarWinds, packet capture tools)

Skills

Sbc, microsoft teams, contact center

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