Voice Engineer

Senior Voice & Collaboration Engineer

Location: Mumbai (Hybrid)
Experience: 5-10 Years
Employment Type: Full-Time

Job Summary

We are seeking an experienced Senior Voice & Collaboration Engineer to design, implement, support, and optimize enterprise voice, collaboration, and contact center platforms. This role will serve as the technical lead for voice infrastructure, cloud communications, carrier services, and contact center technologies, ensuring highly available, secure, and scalable communication services across the organization.

The ideal candidate will have hands-on expertise in Webex Calling, Webex Contact Center (WxCC), Microsoft Teams Voice, SIP Trunking, and Unified Communications, along with strong networking and troubleshooting skills.

Key Responsibilities

Voice, Collaboration & Contact Center

• Design, implement, and support enterprise voice solutions including:
• Webex Calling
• Webex Contact Center (WxCC)
• Microsoft Teams Voice
• SIP Trunking
• PSTN & carrier connectivity
• Unified Communications platforms
• Lead voice platform migrations, upgrades, and modernization initiatives.
• Configure and maintain dial plans, call routing, auto attendants, hunt groups, call queues, and contact center workflows.
• Integrate voice platforms with business applications and enterprise systems.

Carrier & Telecom Management

• Manage telecom carriers, service providers, and vendor relationships.
• Coordinate circuit installations, service changes, renewals, and escalations.
• Lead number porting and telecom migration activities.
• Monitor service performance and ensure minimal business disruption.

Operations & Support

• Provide L2/L3 engineering support for voice and collaboration services.
• Troubleshoot call quality issues, SIP signaling, SBCs, carrier connectivity, contact center functionality, and endpoint devices.
• Participate in incident management, root cause analysis, and problem resolution.

Network & Infrastructure Integration

• Collaborate with network and security teams on:
• QoS implementation
• SD-WAN integration
• Firewall policies
• Voice security best practices
• Analyze network performance and recommend improvements impacting voice services.

Disaster Recovery & Business Continuity

• Develop and maintain disaster recovery procedures for voice and contact center platforms.
• Participate in business continuity planning and testing.
• Ensure platform redundancy, failover capabilities, and recovery readiness.

Technical Leadership

• Lead voice and collaboration projects from planning through implementation.
• Mentor junior team members and provide technical guidance.
• Support M&A integrations, office expansions, and technology roadmap initiatives.

Documentation & Reporting

• Maintain architecture diagrams, call flow documentation, and operational procedures.
• Produce reports on service health, capacity, availability, and incident trends.
• Develop troubleshooting guides and operational standards.

Innovation & Continuous Improvement

• Research emerging UCaaS, CCaaS, AI, and collaboration technologies.
• Identify automation opportunities and recommend service enhancements.
• Drive improvements in scalability, reliability, and user experience.

Required Experience

• 5+ years of experience supporting enterprise voice and unified communications environments.
• Experience with cloud-based voice and contact center platforms.
• Experience managing carrier services, SIP trunking, and telecom providers.
• Experience supporting large, multi-site enterprise environments.
• Proven experience leading technical projects and cross-functional initiatives.

Required Technical Skills

Voice & Collaboration

• Webex Calling
• Webex Contact Center (WxCC)
• Microsoft Teams Voice
• Cisco Unified Communications technologies
• SIP Trunking
• Voice Gateways & Session Border Controllers (SBC)
• Call Routing, Auto Attendants, Hunt Groups & Call Queues

Networking

Experience with:

• Cisco Unified Communications Manager (CUCM)
• Cisco CUBE
• Contact Center Call Flow Design
• Cloud Collaboration Platforms
• Telecom Expense & Carrier Management
• Enterprise Acquisitions & Integrations
• Disaster Recovery Planning & Testing
• Automation and AI-driven Operations

Preferred Certifications

• CCNP Collaboration
• CCNP Enterprise
• CCIE Collaboration
• Cisco Webex Certifications
• Microsoft Teams Administrator Associate
• ITIL Foundation
• Relevant Voice, Networking, Contact Center, or Cloud Certifications

Why Join Us?

• Work on enterprise-scale voice and collaboration platforms.
• Lead modernization and cloud transformation initiatives.
• Collaborate with global teams and cutting-edge communication technologies.
• Opportunity to drive innovation in Unified Communications and Contact Center solutions.