Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking an experienced Cisco Voice Engineer to manage and support enterprise Unified Communications (UC) and Collaboration platforms across hybrid and cloud environments. The ideal candidate will have hands-on expertise in Cisco Unified Communications Manager (CUCM), Microsoft Teams Calling, Contact Center Cloud, Session Border Controllers (SBC), and Voice Infrastructure. The role involves administration, troubleshooting, platform integration, automation, and lifecycle management while ensuring highly available, secure, and optimized voice and collaboration services.

Roles & Responsibilities:
Administer, configure, and troubleshoot Cisco Unified Communications Manager (CUCM) and Cloud Collaboration platforms.
Manage Cisco Unity Connection, IM & Presence, Expressway, and SIP infrastructure.
Perform Moves, Adds, Changes & Deletes (MACD), user provisioning, and call flow management.
Support Cisco Softphone (Jabber/Webex App) deployments, upgrades, and client management.
Manage Call Detail Records (CDR), monitoring, reporting, backup, and platform health.
Support Cisco Contact Center Cloud (CCaaS) operations, call routing, user administration, and platform integrations.
Troubleshoot voice routing issues across Microsoft Teams, SBCs, CUCM, and PSTN.
Administer Microsoft Teams Calling, Direct Routing, Operator Connect, and Teams Rooms (MTR) devices.
Support E911 services, voice security policies, and regulatory compliance.
Integrate UC platforms with enterprise applications such as Salesforce, ServiceNow, and other SaaS solutions.
Coordinate with platform vendors and suppliers for incident resolution, upgrades, and lifecycle management.
Perform license management, capacity planning, reporting, and documentation.
Participate in migration, modernization, and cloud transformation initiatives for enterprise collaboration platforms.


Professional & Technical Skills:
Required Skills
Cisco Unified Communications Manager (CUCM)
Cisco Unity Connection & IM & Presence
Cisco Expressway & SIP Protocol
Microsoft Teams Calling & Direct Routing
Session Border Controllers (Oracle, AudioCodes, Ribbon, Cisco CUBE)
Cisco Contact Center / CCaaS Support
Voice Routing & Dial Plan Management
MACD, User Administration & Call Flow Management
CDR Analysis, Monitoring & Backup Tools
Incident, Problem & Change Management
License Management & Reporting
Third-Party SaaS Integration (Salesforce, ServiceNow)

Preferred Skills
Cisco Webex Calling
Microsoft Teams Rooms (MTR)
E911 Services
Voice Automation using PowerShell, Python, or REST APIs
AI-assisted Operations & Intelligent Monitoring
ITIL Processes
Hybrid Cloud Collaboration Platforms

Professional Attributes
Strong troubleshooting and analytical skills for complex UC environments.
Excellent customer-facing communication and stakeholder management.
Experience working with global support and operations teams.
Ability to manage multiple priorities in a 24x7 enterprise environment.
Proactive approach towards service improvement and automation.


Additional Information:
8+ years of experience in Cisco Unified Communications, Voice Infrastructure, and Collaboration Operations.
Hands-on experience with CUCM, Microsoft Teams Calling, SBCs, Contact Center Cloud, Voice Routing, and Enterprise Collaboration Platforms.
Experience supporting hybrid cloud collaboration and enterprise voice modernization programs.

Preferred Certifications
Cisco CCNP Collaboration / CCIE Collaboration
Microsoft Teams Administrator Associate (MS-700)
Cisco Webex Calling Certifications
ITIL Foundation
Relevant Microsoft 365 Collaboration certifications

AI-Ready Skill Highlights
AI-Assisted Unified Communications Operations
Microsoft Copilot for Microsoft 365 & Teams
Intelligent Voice Monitoring & Analytics
AI-powered Incident Detection & Root Cause Analysis
UC Automation using APIs, PowerShell & Python
AI-enabled Contact Center (CCaaS) Operations
Intelligent Observability & Performance Monitoring
Hybrid Cloud Collaboration & Enterprise Voice Modernization

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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