: Do

• Excellent communication skills

• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. • Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn Recent Technologies. • Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support • Answer incoming calls and respond to customer’s emails in timely manner. • Manage and resolve customer complaints. • Identify and escalate issues to supervisors as and when needed. • Provide product and service information to customers. • Research required information using available resources and Offer Solution to customers. • Research, identify, and resolve customer complaints using applicable software. • Route calls and tickets to appropriate resources and Domains who can best support he user, • Document all call information according to standard operating procedures. • Recognize, document, and alert the management team of trends in customer calls. • Create SOPs for new Issues and resolution given. • Complete call logs and reports.

͏ ͏ ͏ ͏ About the Role

We are looking for an experienced Unified Communications & Collaboration Engineer to support and evolve global voice and contact center ecosystem. This role focuses on hybrid UC environments, combining on-prem Cisco infrastructure, Microsoft Teams platforms,



AudioCodes voice integrations, and cloud-based contact center solutions such as Amazon Connect. You will collaborate with global teams to ensure stable operations, drive improvements, and support business-critical communication services.

Key Responsibilities

- Manage and support Cisco CUCM (on-premise)
- Support physical Cisco IP phones and endpoint lifecycle
- Manage Cisco cloud-registered devices via Control Hub
- Administer Microsoft Teams (voice, meetings, policies)
- Support Microsoft Teams Rooms (MTR)
- Administer AudioCodes SBCs (Direct Routing)
- Manage Cisco and AudioCodes Voice Gateways
- Support AudioCodes OVOC platform
- Support Amazon Connect contact center platform (mandatory)
- Troubleshoot UC platforms and support global operations
- Maintain documentation and support migrations

Required Skills & Experience

- Strong experience with Cisco CUCM (on-premise)
- Hands-on experience with physical phones and Control Hub
- Strong Microsoft Teams (voice & meetings) knowledge
- Experience with Microsoft Teams Rooms (MTR)
- AudioCodes SBC and Direct Routing experience
- Cisco & AudioCodes voice gateway experience
- AudioCodes OVOC experience
- Strong SIP / VoIP knowledge
- Mandatory: Amazon Connect experience
- Understanding of contact center routing and IVR Soft skills:
- Strong communication skills
- Team collaboration in global environment
- Proactive and problem-solving mindset

Nice to Have

- Experience with telephony migrations
- AWS / Azure knowledge
- Basic API or scripting knowledge
- Experience with enterprise security and compliance

Summary

Role: UC & Collaboration Engineer

Focus: Cisco CUCM, Teams, AudioCodes, Amazon Connect

Environment: Hybrid (on-prem + cloud)

Key differentiator: Amazon Connect + Direct Routing + Cisco UC

📌 UC & Collaboration Engineer (Voice & Contact Center) (Bengaluru)
🏢 Wipro
📍 Bengaluru