Role & responsibilities

- Handle day-to-day incidents, service requests, and changes for end users within SLA.

- Provide L1/L2 support for voice, voicemail, Contact Center , and trading telephony system.

- Perform user moves, adds, and changes (MACD), including phone provisioning and configuration.

- Troubleshoot call failures, one-way audio, and connectivity issues on Cisco voice gateways and SIP/PSTN trunks.

- Log, track, and follow up on cases with telco service providers during outages or call quality issue , sharing traces and logs as needed.

Preferred candidate profile

- Hands-on or working knowledge of CUCM and Cisco Unity Connection

- Basic understanding of SIP, Voll, dial plans, call routing, and PS connectivity (PRI/SIPtrunks)

- Basic Cisco IOS CLI skills for gateway checks, debugs, and log collection

- Ability to raise and manage vendor and telco cases with transparent technical details

- Exposure to UCCX, Expressway, and Cisco SME

- Familiarity with IPC Unigy or trading turret environments

- Basic knowledge of UCS and VMware ESXi

📌 Sr. Analyst Voice Engineer (Mumbai)
🏢 HeadsnMinds Consultants
📍 Mumbai