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 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary

We are seeking an experienced Cisco Voice Engineer to manage and support enterprise Unified Communications (UC) and Collaboration platforms across hybrid and cloud environments. The ideal candidate will have hands-on expertise in Cisco Unified Communications Manager (CUCM), Microsoft Teams Calling, Contact Center Cloud, Session Border Controllers (SBC), and Voice Infrastructure. The role involves administration, troubleshooting, platform integration, automation, and lifecycle management while ensuring highly available, secure, and optimized voice and collaboration services.

Roles &

- Responsibilities:

- Administer, configure, and troubleshoot Cisco Unified Communications Manager (CUCM) and Cloud Collaboration platforms.

Manage Cisco Unity Connection, IM &
- Presence, Expressway, and SIP infrastructure.

Perform Moves, Adds, Changes &
- Deletes (MACD), user provisioning, and call flow management.

Support Cisco Softphone (Jabber/Webex App) deployments, upgrades, and client management.

Manage Call Detail Records (CDR), monitoring, reporting, backup, and platform health.

Support Cisco Contact Center Cloud (CCaaS) operations, call routing, user administration, and platform integrations.

Troubleshoot voice routing issues across Microsoft Teams, SBCs,



CUCM, and PSTN.

Administer Microsoft Teams Calling, Direct Routing, Operator Connect, and Teams Rooms (MTR) devices.

Support E911 services, voice security policies, and regulatory compliance.

Integrate UC platforms with enterprise applications such as Salesforce, ServiceNow, and other SaaS solutions.

Coordinate with platform vendors and suppliers for incident resolution, upgrades, and lifecycle management.

Perform license management, capacity planning, reporting, and documentation.

Participate in migration, modernization, and cloud transformation initiatives for enterprise collaboration platforms.

Required Skills

Cisco Unified Communications Manager (CUCM)

Cisco Unity Connection &

- IM &
- Presence

Cisco Expressway &
- SIP Protocol

Microsoft Teams Calling &
- Direct Routing

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

Cisco Contact Center / CCaaS Support

Voice Routing &

- Dial Plan Management

MACD, User Administration &
- Call Flow Management

CDR Analysis, Monitoring &
- Backup Tools

Incident, Problem &
- Change Management

License Management &
- Reporting

Third-Party SaaS Integration (Salesforce, ServiceNow)

Preferred Skills

Cisco Webex Calling

Microsoft Teams Rooms (MTR)

E911 Services





Voice Automation using PowerShell, Python, or REST APIs

AI-assisted Operations &

- Intelligent Monitoring

ITIL Processes

Hybrid Cloud Collaboration Platforms

Professional Attributes

Strong troubleshooting and analytical skills for complex UC environments.

Excellent customer-facing communication and stakeholder management.

Experience working with global support and operations teams.

Ability to manage multiple priorities in a 24x7 enterprise environment.

Proactive approach towards service improvement and automation.

Professional &

- Technical Skills:

Preferred Certifications

Cisco CCNP Collaboration / CCIE Collaboration

Microsoft Teams Administrator Associate (MS-700)

Cisco Webex Calling Certifications

ITIL Foundation

Relevant Microsoft 365 Collaboration certifications

AI-Ready Skill Highlights

AI-Assisted Unified Communications Operations

Microsoft Copilot for Microsoft 365 &

- Teams

Intelligent Voice Monitoring &
- Analytics

AI-powered Incident Detection &
- Root Cause Analysis

UC Automation using APIs, PowerShell &
- Python

AI-enabled Contact Center (CCaaS) Operations

Intelligent Observability &

- Performance Monitoring

Hybrid Cloud Collaboration &
- Enterprise Voice Modernization

Additional Information

8+ years of experience in Cisco Unified Communications, Voice Infrastructure, and Collaboration Operations.

Hands-on experience with CUCM, Microsoft Teams Calling, SBCs, Contact Center Cloud, Voice Routing, and Enterprise Collaboration Platforms.

Experience supporting hybrid cloud collaboration and enterprise voice modernization programs.

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