Job Description:
- Position Summary
- Job Title Unified Communications Operations Engineer Mid Level
- Department Unified Communications IT Operations
- Location Hyderabad India
- Work Schedule Monday Friday 8 00 AM 5 00 PM EST Participates in 24 7 on call rotation
- Experience Required 4 6 years
- Employment Type Full Time
- About the Role
- We are seeking a highly motivated Mid Level Unified Communications UC Operations Engineer to support and maintain enterprise scale Cisco collaboration environments within a regulated financial services environment
- This role focuses on operational stability proactive monitoring incident response MACD service request execution change governance and documentation control across Cisco UC platforms including CUCM Unity Connection Oracle SBC SIP trunking and Microsoft Teams Direct Routing integrations
- The ideal candidate will demonstrate strong troubleshooting skills structured change discipline and the ability to operate effectively in a compliance driven 24 7 banking environment
Key Responsibilities:
- 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
Technical Requirements:
- 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
Preferred Skills:
Technology->Network->CISCO technologies,Technology->Network->Cisco-Broadband
