Project Role

Infra Tech Support Practitioner

Project Role Description

Provide L1-L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.

Must have skills

- Unified Communication and Collaboration Operations

Good to have skills

- NA

Minimum Experience Required

- 7.5 year(s) of experience is required

Educational Qualification

- 15 years full time education

Summary

Results-driven individual specializing in Unified Communications and Contact Center operations with 8+ years of experience in designing, implementing, and optimizing enterprise voice platforms. Expertise in AudioCodes SBC, Zoom Contact Center, and automation tools like Starfish, with a strong focus on high availability, secure SIP-based communications, and operational efficiency. Proven ability to lead global teams, align technology with business goals, and drive performance through analytics and workforce optimization.

Roles & Responsibilities

- Architect and manage enterprise voice infrastructure using AudioCodes SBC, ensuring secure SIP routing, interoperability, and high availability across hybrid environments.
- Troubleshoot complex VoIP issues including SIP signaling, media flows, NAT traversal, and QoS optimization.
- Lead Zoom Contact Center administration, including IVR design, intelligent call routing, and queue management.
- Implement and manage Starfish automation for user provisioning, lifecycle management, and configuration governance.
- Streamline onboarding/offboarding processes and eliminate manual errors through automation and real-time auditing.
- Collaborate with IT, Security, and business stakeholders to ensure compliance, data protection,



and seamless integration with CRMs and ticketing platforms.
- Define operational playbooks, oversee change management, and lead platform upgrades and transformation initiatives.
- Manage vendor relationships (AudioCodes, Zoom, Starfish) and negotiate SLAs to ensure service reliability and performance.
- Translate business requirements into scalable technical solutions aligned with enterprise communication strategies.

Professional & Technical Skills

- Unified Communications & Contact Center: AudioCodes SBC (Session Border Controllers), Zoom Contact Center / Zoom Phone, Call routing, IVR design, call flow optimization.
- Protocols & Networking: SIP, VoIP, RTP, SRTP, TLS, NAT, Firewall, QoS optimization, Wireshark, and SIP trace analysis.
- Automation & Tools: Starfish (Provisioning, analytics, lifecycle management), INEMsoft Endpoint Manager (device lifecycle & patch management).
- Core Competencies: Troubleshooting (SIP logs, ladder diagrams, SBC traces), Workforce Management (WFM/WFO), Vendor & Stakeholder Management, Change Management & Governance (ITIL-aligned).
- 10+ years of experience in telecommunications and contact center ecosystems with 4+ years in leadership roles.
- Robust expertise in enterprise SBC platforms (AudioCodes) and Zoom Contact Center solutions.
- Proven experience integrating third-party automation solutions (e.g., Starfish) within UC environments.
- Bachelor's degree in Telecommunications / IT / Computer Science (or related field).
- Certifications preferred: AudioCodes Certified Professional (ACP), Zoom Contact Center / Zoom Phone certifications.
- Demonstrated leadership in global delivery, strategic planning, and stakeholder engagement across distributed teams.

Additional Information

- The candidate should have a minimum of 7.5 years of experience in Unified Communication and Collaboration Operations.
- This position is based at our Pune office.
- A 15 years full time education is required.

Locations

Job No. ATCI-5596067-S2029793 | Pune | Required Skill: Unified Communication and Collaboration Operations

📌 Infra Tech Support Practitioner (Pune)
🏢 Accenture
📍 Pune