Job Description:Voice Platform Management & SupportProvide Tier-3 support and manage the enterprise voice estate, ensuring high availability and optimal performance.Troubleshoot issues related to Verba recording, playback, and storage.Configure, maintain, and troubleshoot Microsoft Teams Direct Routing and related voice integrations.Support and troubleshoot cloud-based call-center platforms such as AWS Connect.Configure and optimize Ribbon SBC devices and SIP trunking solutions.Perform firmware upgrades, patching, and maintenance of VoIP devices.Troubleshooting & Advanced SupportResolve complex voice quality issues (jitter, latency, packet loss) using tools like Wireshark and SolarWinds.Provide advanced troubleshooting for critical incidents in global voice infrastructure.Implement and maintain voice network security best practices.Collaboration & DesignIntegrate and support cloud CC platforms (AWS Connect, MS Teams).Design and implement SIP trunking, QoS policies, and disaster recovery plans.Work closely with network, security, and DevOps teams to ensure end-to-end service reliability.Mentor junior engineers and contribute to knowledge sharing within the team.Documentation & ComplianceMaintain detailed system documentation, SOPs, and configuration guides.Ensure compliance with GDPR, HIPAA, and other regulatory standards for voice traffic and call recordings.Maintain accurate network diagrams and operational documentation.Qualifications & Experience12+ years of experience as a Unified Communications/Voice Engineer in a large enterprise or global MNC.Strong hands-on experience in implementation and support of collaboration technologies.Expertise in Verba voice recording platforms.Proven experience managing Ribbon SBCs and Cisco Unified Communications Manager (CUCM).Strong knowledge of Microsoft Teams voice design and enterprise telephony integration.Proficiency in PowerShell scripting for automation and system management.Deep understanding of unified communications platforms and their integration with Verba/Verint.Strong troubleshooting skills with network probes and packet analysis tools.Excellent analytical, communication, and problem-solving abilities.Flexibility to support after-hours work, weekend activities, and on-call rotation as required.Preferred Certifications (Optional, but a Plus)Microsoft Teams Voice Engineer Associate (MS-700/720)Cisco Certified Network Associate (CCNA) – CollaborationCisco Certified Network Professional (CCNP) – CollaborationMicrosoft Teams Administrator CertificationRibbon SBC Professional CertificationITIL CertificationKey SkillsSBC (Ribbon, Cisco)Microsoft Teams (Direct Routing, Integration, Administration)Cisco Voice (CUCM, Call Manager)Verba Call RecordingCloud Voice Platforms (AWS Connect, Zoom Phone)Troubleshooting (Wireshark, SolarWinds, packet capture tools)Skills:Sbc, microsoft teams, contact centerAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
