Job Description

:Job SummaryWe are seeking a highly skilled Voice Engineer to design, implement, and maintain enterprise-grade voice and collaboration infrastructure. The ideal candidate will have hands-on expertise in Cisco Unified Communications Manager (CUCM), cloud-based UC platforms (AWS Connect, Microsoft Teams, Zoom), SBC Edge devices, and Verba Voice recording platforms. This role is responsible for ensuring seamless integration, security, and optimal performance of voice services across hybrid environments.Key ResponsibilitiesVoice Infrastructure ManagementManage the Voice Estate, ensuring optimal performance, scalability, and availability.Oversee capacity planning, monitoring, and proactive maintenance of the voice infrastructure.Administer and optimize Session Border Controllers (SBCs) such as Sonus/Ribbon and AudioCodes.Configure and support Cisco Unified Communications Manager (CUCM), Cisco Meeting Server, Expressway-C/E.Manage and maintain Verba Voice recording platforms.Operations & TroubleshootingTake ownership of incidents, problems, and change requests, ensuring timely resolution within SLAs/OLAs.Troubleshoot and resolve complex voice quality issues (e.g., jitter, latency, packet loss) using tools like Wireshark, SolarWinds.Perform firmware upgrades, patching, and system health checks.Utilize network probes and packet capture analysis for troubleshooting and performance optimization.Support and configure Microsoft Teams Direct Routing, Ribbon SBC, and legacy PBX integration.Administer and monitor voice devices through Logic Monitor and leverage Power BI for voice infrastructure monitoring.Collaboration & IntegrationWork closely with Service Desk, Platforms, Information Security, and End User Services teams to ensure seamless voice operations.Integrate legacy PBX systems with cloud UC platforms (e.g., Microsoft Teams Phone System, Zoom Phone).Design SIP trunking solutions, QoS policies, and disaster recovery plans.Support certificate management to maintain voice infrastructure security.Provide Tier 2/3 support for critical incidents and mentor junior engineers.Compliance & DocumentationMaintain detailed network diagrams, SOPs, and configuration guides for voice infrastructure.Ensure compliance with security and regulatory standards (e.g., GDPR, HIPAA) for voice traffic and call recordings.Develop and maintain technical documentation to support troubleshooting, process automation, and knowledge transfer.On-Call & SupportParticipate in on-call rotations and provide after-hours/weekend support when required.Provide technical expertise for change requests, project work, and ongoing maintenance.Qualifications & Experience RequiredMinimum of 7 years of experience as a Unified Communications Engineer in a large enterprise or global MNC environment.Hands-on experience in VoIP Technologies, voice system administration, and troubleshooting.Strong experience in Verba Voice recording platform management.Expertise in Session Border Controllers (SBCs) such as Ribbon/Audiocodes.Proficiency in Cisco Call Manager (CUCM), Expressway-C/E, and Microsoft PowerShell.Deep understanding of Microsoft Teams voice architecture and enterprise telephony integration.Strong knowledge of network probes, packet capture analysis, and troubleshooting.Experience in certificate management for maintaining secure voice infrastructure.Ability to work in a fast-paced, global environment and collaborate with cross-functional teams.Strong problem-solving, analytical, and communication skills.Flexibility to support after-hours work, weekend activities, and on-call rotation as required.Preferred Certifications (Optional but Beneficial)Microsoft Teams Voice Engineer Associate (MS-700/720)Cisco Certified Network Associate (CCNA) CollaborationRibbon SBC ProfessionalITIL Certification (Preferred)Skills:Microsoft Exchange,Voice Networking,Mobile Device ManagementAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the worlds best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients organizations. With over 30,000 employees in 30 countries, UST builds for boundless impactxe2x80x94touching billions of lives in the process.

UST