Application Support Engineer

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 5 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.

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.

Experience 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

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