Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : Unified Communication and Collaboration Operations

Positive to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary

We are seeking a Senior Cisco Voice SME with 12+ years of experience in Unified Communications (UC) and Collaboration Operations to lead enterprise voice modernization, cloud collaboration, and Microsoft Teams Calling initiatives. The ideal candidate will possess deep expertise in Cisco UC technologies, Contact Center platforms, Microsoft Teams Voice, Session Border Controllers (SBC), and enterprise collaboration services while providing technical leadership, operational governance, and strategic guidance for global voice environments.

Roles & Responsibilities:

Lead the administration, configuration, troubleshooting, and lifecycle management of Cisco Unified Communications Manager (CUCM) and cloud-based collaboration platforms.

Manage Cisco Unity Connection, IM & Presence, Expressway, Softphone (Cisco Jabber/Webex App), and enterprise voice infrastructure.

Oversee MACD activities, call flow management, user provisioning, dial plans, CDR management, monitoring, backup, and reporting.

Lead Microsoft Teams Calling, Direct Routing, Operator Connect, and integration with Session Border Controllers (SBC) and CUCM.

Troubleshoot complex routing and interoperability issues between Microsoft Teams Tenant, SBCs, PSTN, and CUCM.

Support Cisco Contact Center / CCaaS platforms, user management, call routing,



and cloud collaboration services.

Manage integrations with enterprise SaaS platforms including Salesforce, ServiceNow, and other third-party applications.

Ensure platform availability by coordinating incident, problem, and change management with platform suppliers and global support teams.

Manage license administration, capacity planning, compliance, and operational reporting.

Support Microsoft Teams Rooms (MTR) devices, E911 services, security policies, and enterprise collaboration standards.

Lead voice modernization, cloud migration, and collaboration transformation initiatives while ensuring high availability and service excellence.

Professional & Technical Skills:

Required Skills

Cisco Unified Communications Manager (CUCM)

Cisco Unity Connection & IM & Presence

Cisco Expressway & SIP Protocols

Microsoft Teams Calling & Direct Routing

Session Border Controllers (Cisco CUBE, Ribbon, AudioCodes, Oracle)

Cisco Contact Center / CCaaS

Call Flow Design, MACD & User Management

CDR Management, Monitoring & Backup Tools

Incident, Problem & Change Management

Third-Party SaaS Integration (Salesforce, ServiceNow)

License Management & Reporting

E911 Services & Voice Security

Preferred Skills

Cisco Webex Calling

Microsoft Teams Rooms (MTR)

Operator Connect

PowerShell, REST APIs, and UC Automation

ITIL Framework





AI-assisted Monitoring & Collaboration Analytics

Hybrid Cloud Voice Solutions

Professional Attributes

Strong leadership and stakeholder management skills.

Proven experience managing global Unified Communications environments.

Excellent troubleshooting and root cause analysis capabilities.

Strong customer-facing consulting and communication skills.

Ability to lead operational governance, supplier management, and service improvements.

Experience driving enterprise collaboration modernization and cloud adoption.

Additional Information

Bachelor's Degree in Engineering, Computer Science, Information Technology, Electronics, Telecommunications, or equivalent.

Experience

12+ years of experience in Cisco Unified Communications, Enterprise Voice, and Collaboration Operations.

Extensive hands-on experience with CUCM, Microsoft Teams Calling, SBCs, Contact Center Cloud, Enterprise Voice Routing, and UC Platform Management.

Experience supporting large-scale global collaboration environments and cloud migration initiatives.

Preferred Certifications

Cisco CCNP Collaboration / CCIE Collaboration

Microsoft Teams Administrator Associate (MS-700)

Cisco Webex Calling Certifications

ITIL Foundation / ITIL Managing Professional

Microsoft 365 Collaboration Certifications

Key Competencies

Enterprise Unified Communications Architecture

Cisco Voice & Collaboration Operations

Microsoft Teams Voice & Direct Routing

Contact Center Cloud (CCaaS)

Third-Party SaaS Integrations

Platform Governance & Supplier Management

Incident & Problem Management

License & Capacity Management

Enterprise Voice Modernization

Hybrid Cloud Collaboration

📌 Application Support Engineer (Bengaluru)
🏢 Accenture in India
📍 Bengaluru