Senior Administrator - Cisco Unified Communications

Experience: 6 to 9 years

Location: Chennai, India

Skills: voice protocols, voice technologies, L2 support, CUCM, Unity Connection, SIP, RTP, dial plan, partitions, CSS, call routing, softphone, Jabber, Jabber certificate errors, presence issues, device registration failures, Jabber upgrades, Cisco IP Phone, firmware upgrade, extension setup, ICM skill group changes, routing issues, voice gateways, CUBE, router related call path issues, configuration updates, CUCM clusters, phone MACD, traces, log analysis, CTI, voicemail, Unity, MWI, PIN resets, SRST, remote site voice failover, survivability checks, voice infra alerts

Job Summary
This requirement is for Agency Office Voice (UC) support, covering incident handling and break‑fix services to ensure continuous and timely resolution of Voice issues. The role also requires strong communication skills along with the ability to provide reliable operational support.

• 6-9 years of experience in voice protocols, with strong understanding of voice technologies
• Excellent communication to interact effectively with agents
• Provides L2 support for Voice and Contact Center environments across Agency, Hub, and OC locations.
• Troubleshoot CUCM, Unity Connection, and voice infrastructure issues.
• Handles SIP, RTP, dial plan, partitions, CSS, and call routing problems.
• Supports softphone and Jabber configuration, login failures, and audio issues.
• Troubleshoots Jabber certificate errors, presence issues, and device registration failures.
• Manages Jabber upgrades, installations, cleanup, and user add/remove requests.
• Supports Cisco IP Phone issues including registration, firmware upgrade, and extension setup.
• Resolves phone display issues, button template problems, and soft key configuration errors.
• Handles ICM skill group changes, routing issues, and call distribution troubleshooting.
• Monitors voice gateways, CUBE,



and router related call path issues.
• Performs configuration updates and maintenance on CUCM clusters.
• Conducts phone MACD (move/add/change/delete) activities for lines and devices.
• Run traces and log analysis for CUCM, SIP, CTI, and media issues.
• Coordinates with network teams for underlying connectivity or QoS problems.
• Ensures compliance with voice security and operational standards.
• Supports voicemail (Unity) problems including mailbox, MWI, and PIN resets.
• Handles SRST, remote site voice failover, and survivability checks.
• Monitors voice infra alerts and respond to priority incidents promptly.
• Documents fixes, updates tickets, and brings improvements to voice operations.

Key Responsibilities
• 6-9 years of experience in voice protocols, with strong understanding of voice technologies
• Excellent communication to interact effectively with agents
• Provides L2 support for Voice and Contact Center environments across Agency, Hub, and OC locations.
• Troubleshoot CUCM, Unity Connection, and voice infrastructure issues.
• Handles SIP, RTP, dial plan, partitions, CSS, and call routing problems.
• Supports softphone and Jabber configuration, login failures, and audio issues.
• Troubleshoots Jabber certificate errors, presence issues, and device registration failures.
• Manages Jabber upgrades, installations, cleanup, and user add/remove requests.
• Supports Cisco IP Phone issues including registration, firmware upgrade, and extension setup.
• Resolves phone display issues, button template problems,



and soft key configuration errors.
• Handles ICM skill group changes, routing issues, and call distribution troubleshooting.
• Monitors voice gateways, CUBE, and router related call path issues.
• Performs configuration updates and maintenance on CUCM clusters.
• Conducts phone MACD (move/add/change/delete) activities for lines and devices.
• Run traces and log analysis for CUCM, SIP, CTI, and media issues.
• Coordinates with network teams for underlying connectivity or QoS problems.
• Ensures compliance with voice security and operational standards.
• Supports voicemail (Unity) problems including mailbox, MWI, and PIN resets.
• Handles SRST, remote site voice failover, and survivability checks.
• Monitors voice infra alerts and respond to priority incidents promptly.
• Documents fixes, updates tickets, and brings improvements to voice operations.

Skill Requirements
• 6-9 years’ experience with positive Network Voice (Unified Communications) background
• Strong ability to interpret monitoring tools data and take proactive action
• In-Depth knowledge of Cisco CUCM, Unity Connection, IM&P;, Voice Gateway
• Strong understanding of TCP/IP, VLAN, SIP, RTP
• Strong understanding of Unity Auto Attendant
• Hands‑on experience with Cisco UC platforms, including configuration and troubleshooting.

Communication Skills
• Strong listening, verbal, written, and non‑verbal communication
• Effective questioning and clarification skills

Other Requirements
• Customer Service & Problem Solving
• Strong troubleshooting Skill
• Ability to resolve increased volumes of incidents and service requests
• Capability to restore services quickly and efficiently
• Strong interpersonal skills for effective collaboration across teams.
• Confidence in handling customer interactions and managing expectations.

📌 Senior Administrator Cisco Unified Communications (Chennai)
🏢 HCL Technologies
📍 Chennai