Sr. Analyst Voice Engineer

Role & responsibilities

• Handle day-to-day incidents, service requests, and changes for end users within SLA.
• Provide L1/L2 support for voice, voicemail, Contact Center , and trading telephony system.
• Perform user moves, adds, and changes (MACD), including phone provisioning and configuration.
• Troubleshoot call failures, one-way audio, and connectivity issues on Cisco voice gateways and SIP/PSTN trunks.
• Log, track, and follow up on cases with telco service providers during outages or call quality issue , sharing traces and logs as needed.

Preferred candidate profile

• Hands-on or working knowledge of CUCM and Cisco Unity Connection
• Basic understanding of SIP, Voll, dial plans, call routing, and PS connectivity (PRI/SIPtrunks)
• Basic Cisco IOS CLI skills for gateway checks, debugs, and log collection
• Ability to raise and manage vendor and telco cases with clear technical details
• Exposure to UCCX, Expressway, and Cisco SME
• Familiarity with IPC Unigy or trading turret environments
• Basic knowledge of UCS and VMware ESXi