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 settings
Basic knowledge of UCS and VMware ESXi

📌 Sr Analyst Voice Engineer Mumbai
🏢 HeadsnMinds Consultants
📍 Mumbai