Voice / UC Engineer L2 / L3 (Cisco | Genesys) Opportunity with Persistent Systems

Location: Any location in India and willing to WFO for 3 days in a week

Shift: Late UK Shift. Employment Type: Full-time (on payroll with Pratisvara Technologies)

About the Prospect: Join a long-term project with Persistent Systems, supporting their clients. You will work directly with Persistents engineering teams, gaining global exposure while being supported by Pratisvara Technologies for payroll, HR, and onboarding.

Project Highlights & Work Environment:

- Work closely with Persistent Systems and collaborate on their key projects.
- Stable, multi-year engagement with strong long-term project visibility.
- Transparent employment on payroll with Pratisvara Technologies (authorized staffing partner).

Role Summary

We are seeking a competent and motivated Voice /Contact Centre/ Unified Communications (UC) Engineer (L2/L3) responsible for administering, supporting, and troubleshooting our enterprise voice and contact-center infrastructure. This includes Cloud facility-based voice (Cisco UC) and contact-center (Genesys) systems.

Key Responsibilities

Cisco Voice / On-Prem UC Administration & Troubleshooting

- Deploy, configure, and maintain Cisco UC infrastructure including CUCM, Unity Connection, voice gateways, Session Border Controllers (SBCs), SIP-trunking, dial-plans, and IP phones.
- Perform L2 / L3 support: diagnose and resolve call routing issues, codec mismatches, call quality problems (latency, jitter, packet loss), SIP / RTP / H.323 / MGCP protocol issues using tools such as packet captures, log analysis, etc.
- Handle configuration changes, upgrades, patching, and maintenance for UC components to ensure stability and performance.
- Monitor voice network health and performance; manage QoS settings, prioritization of voice traffic, and capacity planning for voice infrastructure.
- Maintain documentation network/voice diagrams, voice topology, dial-plans, call-flow mappings, SOPs, change logs,



support logs.

Genesys Contact-Center / Voice Platform Administration & Support

- Administer and support contact-center voice platform built on Genesys: IVR, ACD, call-routing, SIP server, agent desktop (workspace) related voice-services.
- PSTN Setup, DID allocation, TTS (Text to speech) Prompts, Operating Schedule Groups, Emergency Groups, In Queue behavior, Inbound/outbound call flow.
- Troubleshoot complex contact-center / voice incidents
- Perform system maintenance: upgrades/patches, configuration changes, SBC or gateway management
- Support and troubleshoot API integrations with CRM, ticketing, and backend systems.
- Monitor performance, voice quality, license utilization, capacity report metrics, recommend improvements, and support scaling of voice/contact-center infrastructure.

Required Skills & Qualifications

- Bachelors degree in Computer Science, IT, Telecommunications, or a related field (or equivalent experience).
- Solid hands-on experience (ideally 48+ years) in VoIP / Unified Communications / Genesys Contact-Center environment including Cisco-UC (CUCM, voice gateways, SBCs), SIP/trunking, voice protocols (SIP, RTP/SRTP, H.323, MGCP).
- Knowledge of network fundamentals (TCP/IP, VLANs, routing/switching, QoS), since voice traffic traverses data networks and requires proper network design and QoS.
- Experience with contact-center / voice-platforms such as Genesys (on-prem or cloud). Familiarity with IVR, ACD, call routing, agent UC desk, and related configurations.
- Ability to handle voice-quality troubleshooting: diagnose call quality issues, jitter, packet loss, latency, codec mismatches
- For L3 scope: ability to handle complex escalations, design voice/UC architecture, plan upgrades/migrations, and coordinate with multiple stakeholders.

Certifications (desirable / nice-to-have):

- Certifications such as CCNA Voice / CCNP Collaboration (or equivalent) for Cisco UC/VoIP environment.
- Experience/certification in Genesys platform administration (on-prem or cloud) is a plus.

📌 Voice or UC Engineer Cisco or Genesys (Telangana)
🏢 Pratisvara Technologies
📍 Telangana