Location: Ahmedabad / Vadodara

Job Type: Full Time / Onsite

Department: IT Infrastructure

Shift: Rotational Shift

Job Summary:

We are seeking a highly skilled Collaboration Engineer – Voice, to join our dynamic Infrastructure team. This role focuses on support and implementation of technical infrastructure for unified communications and contact center solutions, ensuring high availability and reliability. The ideal candidate will have strong technical expertise, problem-solving skills, and a proactive approach to support the environment.

Must Have Skills:

Minimum 6 years of extensive experience in:

• Voice gateways, SBC’s, CUCM.
• Contact center (Cisco UCCE or UCCX). Scripting and support.
• Cloud-based telephony or Contact center product.

Good To Have Skills:

• Zoom, Microsoft Teams, NICE CXONE, Genesys, Five9, Audio-codes, Oracle SBC.

Key Responsibilities:

• Design, maintain and support Voice over IP (VoIP) solutions using Cisco IP Telephony, H323 protocols, SIP, Zoom, SBC, Cloud Contact center and other related technologies.
• Integrate VoIP systems with existing network infrastructure and third-party applications.
• Configure SIP trunks, call routing, and dial plans to support business needs.
• Manage user accounts, extensions, and system configurations in PBX and Contact center platforms.
• Troubleshoot complex voice network issues including call failures, audio quality problems, and routing errors.
• Work closely with cross-functional teams, including IT, network engineers, and vendors, to support VoIP initiatives and to identify root causes of issues and develop effective resolutions.
• Develop documentation for troubleshooting procedures and knowledge sharing within the team.
• Good knowledge of ITIL processes.

Candidate Requirements:

• Education: Bachelor’s degree in computer science, Information Technology, or a related field.
• Experience: 6-8 years of experience in Unified communications technologies.

Technical Proficiency:

• Strong knowledge of VoIP technologies.
• Expertise in SIP, H.323, RTP, and other voice protocols.
• Good understanding of network and infrastructure devices.

Certifications: CCNP Collaboration or any other industry standard certifications.