Unified Communications / Voice Engineer – Teams & SBC

9 - 12 Years
1 Opening
Trivandrum

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)

Sbc, microsoft teams, contact center