Senior Voice Operations Engineer

Job Purpose

The Senior Voice Operations Engineer is responsible for the day-to-day operation, monitoring, maintenance and support of enterprise voice services for users at the MGN Bangalore site and employees working remotely. The role ensures the availability, performance, security and operational compliance of voice, contact centre and IPC communication platforms, in close coordination with the Group Voice Team.

Key Responsibilities

• Provide L2/L3 operational support for enterprise voice, telephony and unified communications services.

• Support onsite and remote users by resolving voice-related incidents, service requests and service degradation.

• Participate in troubleshooting, root-cause analysis and restoration of voice services during major incidents.

• Prepare and publish daily voice link utilisation, availability and operational health reports.

• Validate CMDB records and maintain an accurate inventory of voice devices and related assets.

• Review and validate ArcSight logs for all voice devices and ensure exceptions are addressed.

• Monitor and support IPC systems, contact centre platforms, voice recording solutions and Nectar monitoring.

• Perform proactive health, capacity and performance checks and escalate risks or threshold breaches.

• Coordinate with the Group Voice Team, internal technology teams, telecom providers and vendors for issue resolution and service improvements.

• Support approved upgrades, migrations, changes and post-implementation validation activities.

• Participate in the weekend, after-hours and public holiday support roster as per the approved schedule.

• Maintain operational procedures, technical documentation, incident records and compliance evidence.

Technical Skills

• Cisco Unified Communications Manager (CUCM), Cisco voice gateways and SIP trunking

• VoIP, SIP, H.323, MGCP, dial plans, call routing and Quality of Service

• Enterprise contact centre, IPC trading systems, voice recording and Nectar monitoring

• Voice troubleshooting, root-cause analysis, capacity monitoring and operational reporting

• IT service management, incident, problem, change and configuration management processes

Qualifications & Competencies

• Bachelor’s degree in Engineering, Computer Science, Information Technology or a related discipline.

• Minimum seven years of relevant experience supporting enterprise voice environments.

• CCNP-level certification or higher is mandatory; CCNP Collaboration is preferred.

• Strong analytical, troubleshooting, communication, documentation and stakeholder-management skills.

• Ability to work independently, collaborate across teams and provide support during critical incidents and scheduled roster periods.