Lucknow, Uttar Pradesh

Job Summary

L2 Unified Communications Engineer (Cisco & Microsoft Teams Telephony) The L2 Unified Communications Engineer is responsible for the stable operation, advanced troubleshooting, and support of enterprise voice and collaboration platforms across a global environment. The role provides Level‑2 operational support for Cisco IP Telephony solutions and Microsoft Teams Telephony, ensuring high availability, call quality, and reliable voice services for business users. This position acts as an escalation point for voice‑related incidents, handling complex issues across Cisco Unified Communications Manager (CUCM), Unity Connection, analog voice gateways, CUBE/SIP trunking, and Microsoft Teams Phone System. The engineer is responsible for day‑to‑day administration, configuration changes, incident resolution, and root cause analysis, working closely with L1 support teams, network and infrastructure teams, and external service providers. In addition to operational support, the role participates in change management, planned maintenance, and capacity monitoring of the Unified Communications environment. The L2 engineer maintains SOPs and knowledge articles, supports compliance and audit requirements, and contributes to continuous improvement of UC services. The position requires solid technical troubleshooting skills, collaboration with cross‑functional teams, and the ability to operate effectively in a 24x7 or on‑call support model.

Key Responsibilities

Skill Requirements

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Technical Skills - Cisco Technologies o CUCM (L2 administration & troubleshooting) o Unity Connection o Analog Voice Gateways o CUBE (basic to intermediate SIP troubleshooting) - Microsoft Teams Telephony o Teams Phone System o Direct Routing concepts o Voice & routing policies - Strong understanding of: o SIP, RTP, SRTP o Dial plans and call flows o QoS for voice traffic - Experience working with: o SIP trunks, PSTN providers o Enterprise voice networks ____ Tools & Platforms - Cisco RTMT, Unified CM administration - Microsoft Teams Admin Center - Basic PowerShell for Teams (preferred) - Ticketing tools (ServiceNow or similar) ____ Qualifications - Bachelor’s degree in IT, Electronics, or equivalent experience - 3-6 years of experience in Unified Communications / Voice Support - Certifications (preferred) o CCNA Collaboration / CCNP Collaboration o Microsoft Teams Administrator Associate ____ Soft Skills - Strong troubleshooting and analytical skills - Effective communication with technical and non-technical stakeholders - Ability to work in a 24x7 support or on-call rotation - Good documentation and knowledge-sharing practices ____ Nice-to-Have - Experience in enterprise voice migrations (Cisco to Teams) - Exposure to SBCs (AudioCodes, Ribbon, Cisco) - Experience with hybrid UC environments

Other Requirements

Fluent English

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