Details:
Job Description
We are seeking a Level-2 Unified Communications Engineer specializing in Enterprise Voice (EV) and Telephony on Microsoft Teams, with hands-on experience managing AudioCodes SBCs/gateways and foundational support for Microsoft Teams Rooms (MTR). You will own L2 incidents, changes, and operational stability for voice services-covering Direct Routing/Operator Connect, dial plans, call flows, number management, and audio/video meeting quality-while collaborating closely with L3 engineering, network, security, and vendors.
Responsibilities:
Operations & Incident Response (L2)
- Triage, investigate, and resolve L2 incidents for Teams Phone/Telephony, SBC/SIP, PSTN carrier issues, and Teams meeting quality.
- Perform SIP ladder analysis (SIP 18x/2xx/4xx/5xx), SBC/Teams log review, and network-layer checks (QoS, DSCP, jitter, packet loss) using AudioCodes Syslog/trace, Wireshark, Call Analytics, and CQD.
- Handle number activation/porting, DID assignments, and call routing issues across regions.
- Execute runbooks and escalate to L3/vendors with clear RCA inputs when needed.
- Voice routing policies, PSTN usages, route priorities, Normalization rules, Dial plans (tenant & user scope).
- Auto attendants and Call queues (greetings, schedules, overflow/timeout, agent assignments).
- Operate and maintain AudioCodes Mediant SBCs/gateways (trunks, SIP interfaces, routing tables, transformation rules, TLS/SRTP, certificates).
- Support Survivable Branch Appliance (SBA) scenarios where applicable.
- Proactively monitor Teams service health, SBC alarms, trunk utilization, SIP errors, and carrier status.
- Use CQD, Teams Call Analytics, AudioCodes Syslog/EMS, and SNMP to identify patterns and drive remediation (QoS marking, CAC, bandwidth policy).
- Contribute to Problem Management (trend analysis, RCAs, corrective/preventive actions).
Microsoft Teams Rooms (MTR) - L2 Support
- Provide L2 support for Teams Rooms on Windows/Android:
- Peripheral checks (certified cameras, mics, speakers), HDMI ingest, content camera.
- Device enrollment, Teams Rooms Admin Center (TRAC) monitoring, firmware/app updates, and Intune compliance basics.
- Room account configuration (licensing-MTR Pro/Basic, resource accounts, policies), basic troubleshooting, and vendor coordination for hardware replacement.
- Write technical support and client documentation in form of Knowledgebase articles
- Meet or exceed expected customer service levels
- Other duties as assigned by the Level 2 Support Manager
Job Requirements
Details:
- Experience: 5-6 years in Unified Communications/Voice, with 2+ years on Microsoft Teams Phone in enterprise environments
- Strong understanding of SIP call flows, SBC configuration (preferably AudioCodes Mediant), carrier interop, number porting, DID management, DTMF, codec negotiation, TLS/SRTP, and certificate management.
- Hands-on with Direct Routing and/or Operator Connect, voice routing policies, PSTN usages, dial plans, normalization rules, emergency calling/E911 (where applicable), auto attendants and call queues.
- Proficiency with SIP traces, Wireshark, AudioCodes Syslog/trace, Call Analytics, CQD, and Teams Admin Center troubleshooting.
- Working knowledge of Teams/Skype for Business Online PowerShell for user/voice policy administration and bulk operations.
- Solid understanding of QoS (DSCP marking), bandwidth/CAC, firewall rules, and NAT/SBC edge concepts relevant to Teams voice.
- L2 support experience for MTR-W/MTR-A (device onboarding, TRAC monitoring, patching, basic peripherals and room setup troubleshooting).
- ITIL: Familiarity with ITIL processes; comfortable operating within incident/change/problem frameworks.
- Proven ability to prioritize tasks and issues according to the business impact
- Good written and verbal communication skills
- Good time management skills
- Able to work in a high pressure environment
- Strong organizational and analytical skills
- Ability to multi-task and work under pressure
- Ability to work autonomously and within team
- Flexible and proactive with a will do attitude
- Takes responsibility and follows through on issues to closure and root cause resolution
- Demonstrable desire to achieve
