Unified Communications & Voice Support Engineer

About the role

We are looking for a Unified Communications & Voice Support Engineer to deliver L2 incident and service request handling for telecom customers. The role covers voice, video, messaging and collaboration platforms as well as cloud infrastructure support.

Key responsibilities

• Handle incidents, change requests, problem tickets and service requests for UC, VoIP, video conferencing and contact‑center platforms, including major incidents and root‑cause analysis.
• Provide on‑call support and coordinate with global teams and vendors to restore services within SLA timelines.
• Support UC platforms such as Cisco CUCM, Avaya Aura, SIP PBX, Cisco Webex, Microsoft Teams and Zoom, troubleshooting call quality, registration, routing and media issues.
• Diagnose SIP, H.323, WebRTC, SBC and CTI integration problems, perform packet captures and log analysis using Wireshark.
• Deliver L2 cloud infrastructure and application support in a DevOps mode, including QoS definition and cloud‑based application troubleshooting.
• Execute Moves, Adds, Changes and Deletes (MACDs) for users, devices, extensions and features; configure IP phones, softphones, hunt groups, translation patterns and call routing policies.
• Create and maintain SOPs, knowledge articles and self‑service documentation to reduce repetitive incidents.
• Monitor platform performance, assess new UC feature releases and implement workarounds, automation or integrations where needed.

Required profile

• Proven experience in L2 support of Unified Communications and VoIP platforms.
• Strong troubleshooting skills for voice, video and messaging services.
• Ability to work on‑call and manage major incidents across global teams.
• Familiarity with cloud‑based UC applications and DevOps practices.

Required skills

• Cisco CUCM
• Avaya Aura
• SIP PBX
• Cisco Webex
• Microsoft Teams
• Zoom
• Wireshark
• SIP
• H.323
• WebRTC
• Session Border Controllers (SBC)
• CTI integrations
• IP phones
• Softphones
• Device profiles
• Hunt groups
• Translation patterns
• CSS/partitions
• Extension Mobility
• SNR
• Call routing policies
• DevOps
• Cloud infrastructure L2 support