Mid-Tier UC Operations Engineer

Infosys

Hyderabad, India

4-6 Years

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Posted 2 hours ago
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Job Description

Required Qualifications

4-6 years of hands-on experience supporting Cisco Unified Communications environments.
Strong experience with CUCM, Unity Connection, UCCX, SIP trunking, Oracle SBC, and Microsoft Teams Direct Routing.
Solid understanding of VoIP fundamentals (RTP, SRTP, codecs, QoS).
Experience handling enterprise P1/P2 voice incidents.
Familiarity with monitoring and diagnostic tools (RTMT, Wireshark, Splunk).
Experience with ITSM tools such as ServiceNow.
Experience with Python, Ansible, and Microsoft Power Platform.
Ability to operate in a regulated banking environment with strict change governance.
Experience with creating operational metrics dashboards (Power BI or similar). Key Responsibilities
Execute Moves, Adds, Changes, and Deletes (MACD) including user provisioning, voicemail setup, hunt groups, call queues, and device configurations.
Configure and modify dial plans, partitions/CSS, route patterns, translation patterns, trunks, and device pools.
Provide L2 support for voice, voicemail, contact center, and collaboration services.
Respond to P1/P2 incidents with structured troubleshooting and documented root cause analysis (RCA).
Analyze CDRs, RTMT logs, SIP ladder traces, packet captures, and call flow diagnostics.
Support Oracle SBC policy management and SIP trunk troubleshooting with carriers.
Support Microsoft Teams Direct Routing integrations and call quality optimization.
Implement CAB-approved configuration changes with rollback plans and validation testing.
Support patching, firmware upgrades, version updates, and vulnerability remediation.
Maintain documentation including runbooks, SOPs, knowledge base articles, and topology diagrams.
Collaborate with network, security, cloud, and identity teams to resolve cross-platform issues.
Participate in disaster recovery testing and high-availability validation exercises.