- Location: Pune
- Experience: 2-6 Years
- Relevant Experience: Minimum 2 Years

Short Description

- 2-5 years of experience in Unified Communications, Voice, and Collaboration technologies.
- Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
- Excellent understanding of enterprise voice and video architectures.
- Experience working in global support environments.
- Strong customer-focused approach with excellent communication skills.
- Self-motivated and capable of working independently and within cross-functional teams.
- Ability to identify transformation opportunities and drive continuous service improvements.
- Experience following ITIL processes including Incident, Change, Problem, and Service Request Management.
- Good documentation and technical writing skills.

Responsibilities

- implement, manage, maintain, and troubleshoot enterprise Unified Communications infrastructure.
- Administer and support Microsoft Teams Voice, Direct Routing, Calling Plans, Voice Routing Policies, and Meeting Policies.
- Manage and troubleshoot AudioCodes SBCs (or equivalent SBC platforms) integrated with Microsoft Teams Direct Routing.
- Support and maintain Cisco Unified Communications Manager (CUCM) 11.x and above, Cisco Expressway, and Cisco Unity Connection environments.
- Perform SIP call flow analysis and troubleshoot complex telephony issues involving Teams, SBCs, PSTN, and Cisco UC platforms.
- Troubleshoot and support ISDN, SIP PRI, SIP Trunks, MGCP, H.323, and SIP protocols.
- Administer and support conferencing platforms including Microsoft Teams, Webex, Zoom, and Cisco TelePresence.
- Configure, maintain,



and troubleshoot CVI integrations, Webex Cloud Integration, Webex Edge, and video conferencing endpoints.
- Monitor and analyze voice/video quality, call records, and meeting performance, ensuring optimal QoS across WAN environments.
- Collaborate with network, security, server, and cloud teams to ensure seamless integration and operational stability.
- Create and maintain SOPs, technical documentation, knowledge articles, and user guides.
- Perform upgrades, patching, and lifecycle management of Linux-based voice/video servers and conferencing infrastructure.
- Identify automation and service improvement opportunities to enhance user experience and reduce operational overhead.
- Participate in Incident, Problem, Change, and Major Incident Management processes in alignment with ITIL best practices.
- Engage with customers and stakeholders to understand business requirements and deliver effective UC solutions.

Mandatory Skills

- Microsoft Teams Direct Routing
- AudioCodes SBC (or any other SBC integrated with Teams Direct Routing)
- Microsoft Teams Voice & Telephony Administration
- Teams Voice Routing, Calling Policies, Dial Plans, and Meeting Policies Administration
- Cisco Unified Communications Manager (CUCM) 11.x and above
- Cisco Expressway
- Solid SIP call flow analysis and troubleshooting skills
- ISDN, SIP PRI, and SIP Trunk troubleshooting
- Microsoft Teams Conferencing and CVI integrations with Webex
- Understanding of Azure and Microsoft 365 ecosystem
- Knowledge of signaling protocols including SIP, HTTPS, TLS, TCP/IP
- Experience troubleshooting voice and video quality issues

📌 Unified Communications (UC) Engineer (Maharashtra)
🏢 Zensar Technologies
📍 Maharashtra