Mid-Tier UC Operations Engineer
Infosys
- Location
- Hyderabad, Telangana, India
- Job type
- Full-time
Required skills
- Python
- Power BI
- Ansible
- banking
- CSS
- firmware
- operational metrics
- Oracle
- Root Cause Analysis
- Splunk
- Unity
- ServiceNow
About the role
Infosys
Website:
infosys.com
Job details:
Required Qualifications
- 4-6 years of hands-on experience supporting Cisco Unified Communications environments.
- Strong experience with CUCM, Unity Connection, UCCX, SIP trunking, Oracle SBC, and Microsoft Teams Direct Routing.
- Solid understanding of VoIP fundamentals (RTP, SRTP, codecs, QoS).
- Experience handling enterprise P1/P2 voice incidents.
- Familiarity with monitoring and diagnostic tools (RTMT, Wireshark, Splunk).
- Experience with ITSM tools such as ServiceNow.
- Experience with Python, Ansible, and Microsoft Power Platform.
- Ability to operate in a regulated banking environment with strict change governance.
- Experience with creating operational metrics dashboards (Power BI or similar). Key Responsibilities
- Execute Moves, Adds, Changes, and Deletes (MACD) including user provisioning, voicemail setup, hunt groups, call queues, and device configurations.
- Configure and modify dial plans, partitions/CSS, route patterns, translation patterns, trunks, and device pools.
- Provide L2 support for voice, voicemail, contact center, and collaboration services.
- Respond to P1/P2 incidents with structured troubleshooting and documented root cause analysis (RCA).
- Analyze CDRs, RTMT logs, SIP ladder traces, packet captures, and call flow diagnostics.
- Support Oracle SBC policy management and SIP trunk troubleshooting with carriers.
- Support Microsoft Teams Direct Routing integrations and call quality optimization.
- Implement CAB-approved configuration changes with rollback plans and validation testing.
- Support patching, firmware upgrades, version updates, and vulnerability remediation.
- Maintain documentation including runbooks, SOPs, knowledge base articles, and topology diagrams.
- Collaborate with network, security, cloud, and identity teams to resolve cross-platform issues.
- Participate in disaster recovery testing and high-availability validation exercises.
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