JD :- Role Purpose
Design, implement, and operate enterprise voice services across Microsoft Teams and Cisco Call Manager, delivering multi-carrier resilience, enabling migration from legacy platforms, and ensuring high availability and compliant telephony services across global environments.
Key Responsibilities
The role is responsible for designing and implementing Microsoft Teams Phone and Voice solutions, including Direct Routing and Operator Connect, across multiple telecom carriers, while integrating and managing multi-carrier SIP environments with resilient routing and failover. It includes supporting and maintaining Cisco Call Manager (CUCM) alongside hybrid coexistence with Teams, and configuring and managing Session Border Controllers (SBCs) such as Cisco CUBE, AudioCodes, or SBCaaS. The engineer will develop and maintain dial plans, numbering strategies, and call routing logic, as well as configure LAN switching, VLANs, and QoS to support voice traffic. The position involves leading or supporting voice migration programmes from PBX/CUCM to Teams, troubleshooting issues across voice, network, SBC, and carrier layers, and managing incidents, requests, and problem records through ServiceNow within resolver groups. The role also requires coordination with telecom providers for circuit delivery, SIP trunking, and number provisioning, as well as managing supplier performance, SLAs, and escalations. In addition, the engineer will support call recording platforms such as Verint, ensure compliance with regulatory requirements, and contribute to design standards, documentation, and governance processes.
Required Skills & Experience
- Strong experience in VoIP technologies (SIP, H.323, call flows, dial plans)
- Hands-on experience with Microsoft Teams Phone Service (provisioning, troubleshooting)
- Experience supporting Cisco Call Manager (CUCM)
- Deep understanding of SBC configuration, SIP trunking, and troubleshooting
- Solid understanding of IP networking (addressing, routing, VLANs, QoS)
- Experience configuring Cisco LAN switches for IPT/voice services
- Knowledge of legacy telephony (PSTN, POTS, ISDN30)
- Experience designing multi-carrier / highly available voice architectures
- Experience with number management, telco ordering, and carrier onboarding
- Experience with contact centre integration (e.g. NICE, Genesys)
- Exposure to cloud voice and hybrid architectures (Azure, SBCaaS)
- Experience working with multiple telecom carriers and service providers
- Strong troubleshooting capability across voice and network domains
- Experience operating in an ITIL-based support model (ServiceNow)
Desirable Skills
- Experience with automation or scripting (e.g. PowerShell for Teams)
- Experience supporting global or multi-region voice environments
Certifications (Preferred)
- Microsoft Teams Voice Engineer Expert (MS-700 or successor)
- Cisco CCNP Collaboration
- ITIL Foundation (or equivalent)
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