Job Description

Job Description :

Bachelor's degree in Engineering, IT, Computer Science, or an equivalent field, with 3-5 years of experience in voice or Unified Communications (UC) operations. Hands-on or working knowledge of Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, VoIP, SIP, dial plans, call routing, PRI/SIP trunks, and Cisco IOS CLI for gateway checks, debugging, and log collection is required. Responsibilities include providing L1/L2 support for voice, voicemail, contact centre, and trading telephony systems managing incidents, service requests, changes, and user moves, adds, and changes (MACD) provisioning and configuring phones troubleshooting call failures, one-way audio, and connectivity issues coordinating with telecom service providers and internal network teams during outages and call-quality issues assisting with platform upgrades, patching, and maintenance monitoring system health escalating critical issues and maintaining tickets, technical documentation, and knowledge base articles in ServiceNow. Strong troubleshooting, structured problem-solving, vendor case management, communication, and coordination skills are essential, along with the ability to meet SLAs and participate in change windows and shift or on-call rotations. Good-to-have skills include exposure to UCCX, Expressway, Cisco SME, Microsoft telephony, IPC Unigy or trading turret environments, UCS, VMware ESXi, upgrade and patching activities, Cisco CCNA or CCNP Collaboration certifications, and experience in financial services.