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Enterprise Voice Administrator

Enterprise Voice Administrator

ConfidentialHyderabad / Secunderabad, Telangana
30+ days ago
Job description

Job Summary :

We are seeking a skilled Enterprise Voice Administrator to manage and maintain the global voice infrastructure, including Microsoft Teams Phone System, Cisco Unified Communications Manager, and Cisco Webex Contact Center. The ideal candidate should have a strong background in enterprise voice technologies, voice protocols, and exceptional customer service skills.

Key Responsibilities :

  • Administer and support MS Teams Phone System with Ribbon SBC for Direct Routing.
  • Maintain and support Cisco UCM infrastructure (Call Manager, Unity Connection, Voice Gateways, Expressways).
  • Manage and troubleshoot Cloud Contact Center platforms, especially Cisco Webex Contact Center.
  • Interface with telecom service providers for ISDN PRI / SIP Trunk issues.
  • Resolve voice-related incidents and requests following ITIL practices.
  • Configure and support voice-related applications : E911, IVR, speech attendants, call accounting.
  • Provide technical support to employees globally, focusing on voice system-related issues.
  • Log, escalate, and resolve incidents using ticketing systems.
  • Support hardware / software problems involving PCs, Linux / Unix, email clients, and network connectivity.
  • Maintain documentation and update the knowledge base for voice support issues.
  • Participate in 24x7 support shift rotation and on-call duties.

Skills Required :

  • 3–5 years of hands-on experience with enterprise voice administration.
  • Expertise in MS Teams Voice, Direct Routing with Ribbon SBCs.
  • Experience with Cisco UC infrastructure : CUCM, Unity, Expressway, Voice Gateways.
  • Familiarity with Cisco Webex Contact Center (or similar cloud contact centers).
  • Strong understanding of SIP, RTP, TCP / IP, UDP, and related voice protocols.
  • Working knowledge of voice tools : IVR, call routing, and speech attendants.
  • Experience with ITSM tools (incident / request / change / problem management).
  • Troubleshooting skills across Windows OS, MS Office Suite, and basic networking.
  • Good communication (verbal / written) and customer service skills.
  • Scripting skills (PowerShell, Python) – added advantage.

    • Education & Experience :

  • Bachelor's degree in IT or related field (Required)
  • 2+ years of help desk or voice support experience in a corporate environment
  • Contact Center support experience is a plus
  • Industry certifications and technical training preferred

    • Skills Required

    Sip, Rtp, Tcp / ip, Udp, Ms Office Suite, Python

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