Voice & Unified Communications Engineer

Location : Bangalore

Experience : 10 to 15 years

We are seeking a highly skilled Voice & Unified Communications Engineer with deep expertise in Call Managers, Circuits, Desktop Phones, Contact Center Platforms, and Support Sites to design, deploy, and manage enterprise voice and collaboration infrastructure. This role is responsible for ensuring high availability, call quality, and seamless communication services across the organization, supporting business continuity and delivering exceptional end-user and customer experiences.

Responsibilities

Call Manager Administration

- Design, deploy, and administer enterprise Call Manager platforms including Cisco Unified Communications Manager (CUCM), Cisco Expressway, and Unity Connection
- Manage dial plan design, call routing logic, route groups, route lists, partitions, and calling search spaces (CSS) to support enterprise telephony requirements
- Configure and maintain SIP trunks, H.323 gateways, MGCP gateways, and interoperability with PSTN and third-party PBX systems
- Administer voicemail, auto-attendant, hunt groups, call pickup groups, and shared line configurations across user communities
- Perform platform upgrades, patching, and Disaster Recovery System (DRS) backup and restore procedures
- Monitor Call Manager cluster health, call processing performance, and licensing utilization to ensure platform stability and compliance
- Manage user provisioning, bulk administration (BAT), and integration with LDAP/Active Directory for unified user management

Circuit Management & PSTN Connectivity

- Manage enterprise voice circuits including SIP trunks, PRI (T1/E1), ISDN BRI, analog POTS lines, and broadband voice services
- Coordinate with telecom carriers and service providers for circuit provisioning, porting, modifications, and fault resolution
- Monitor circuit utilization, call completion rates, and trunk occupancy to support capacity planning and cost optimization
- Configure and maintain Cisco Unified Border Element (CUBE) or equivalent session border controllers (SBC) for SIP trunk termination and security
- Manage circuit inventory, contract renewals,



and vendor SLA compliance across all voice connectivity services
- Troubleshoot circuit-level issues including signaling failures, codec mismatches, and DTMF interoperability problems in coordination with carrier NOC teams
- Support number management, DID range administration, and porting activities in compliance with regulatory requirements

Desktop Phone & Endpoint Management

- Deploy, configure, and manage enterprise IP desk phones and soft clients (Cisco IP Phones, Jabber, Webex App, or equivalent)
- Administer phone firmware management, bulk provisioning, and device pool configurations for consistent endpoint standards
- Configure phone button templates, softkey templates, speed dials, and feature access codes aligned to business unit requirements
- Support physical moves, adds, and changes (MAC) for desk phones across office locations, including remote and hybrid workforce endpoints
- Troubleshoot endpoint registration failures, audio quality issues, and feature malfunctions through Call Manager and network-level diagnostics
- Manage endpoint lifecycle including hardware procurement, warranty tracking, refresh cycles, and decommissioning processes
- Maintain a standardized endpoint catalog and ensure all devices are patched, secured, and compliant with organizational policies

Contact Center Platform Administration

- Administer and support enterprise Contact Center platforms including Cisco UCCX, UCCE, Webex Contact Center, or equivalent solutions
- Design and maintain IVR/IVR scripts, call flows, queues, agent teams, and skill-based routing configurations to optimize customer experience
- Manage agent and supervisor provisioning, resource groups, precision routing attributes, and wrap-up code administration
- Monitor real-time and historical reporting metrics including AHT, ASA, abandon rates, and queue performance to support operational excellence




- Integrate Contact Center platforms with CRM systems (Salesforce, ServiceNow), workforce management tools, and quality monitoring solutions
- Perform platform upgrades, scripting changes, and configuration management within change control processes
- Collaborate with business stakeholders to translate operational requirements into call flow designs and platform configurations
- Support outbound dialer campaigns, blended agent configurations, and omnichannel routing (voice, chat, email) capabilities

Qualifications
- Bachelors degree in Computer Science, Information Technology, Telecommunications, or a related field preferred
- Minimum of 4 years of hands-on experience in enterprise voice and unified communications administration and engineering
- Strong proficiency with Cisco Unified Communications Manager (CUCM), Unity Connection, and UCCX/UCCE or equivalent platforms
- Proven experience with SIP trunk configuration, session border controllers (CUBE/SBC), and PSTN circuit management
- Hands-on experience with enterprise Contact Center platforms including IVR scripting, routing design, and reporting
- Solid understanding of VoIP protocols including SIP, H.323, MGCP, SCCP, and RTP/SRTP
- Familiarity with QoS implementation for voice traffic, DSCP marking, and call admission control (CAC)
- Experience with UC integration technologies including LDAP, Active Directory, and CRM/ticketing system integrations
- Industry certifications preferred: CCNA Collaboration, CCNP Collaboration, Cisco Contact Center certifications, or equivalent
- Strong working knowledge of ITIL principles and ITSM practices including change, incident, and problem management
- Current understanding of industry trends including UCaaS, CCaaS, Microsoft Teams Direct Routing, and Webex Cloud platforms
- Outstanding verbal and written communication skills with strong attention to detail
- Excellent analytical and troubleshooting skills with ability to manage multiple priorities during critical incidents
- Solid interpersonal skills and ability to work effectively with business stakeholders, vendors, and cross-functional technical teams

📌 Telecom/Voice Lead (Bengaluru)
🏢 PwC
📍 Bengaluru