Technology Support Engineer

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary
We are looking for a Cisco Voice Engineer with 3+ years of experience in Unified Communications and Collaboration (UCC) technologies. The candidate will be responsible for administration, support, troubleshooting, and maintenance of Cisco UC platforms including CUCM, Unity Connection, CUBE, SIP infrastructure, and related voice services. The role requires hands-on experience in incident management, voice routing, call flow analysis, and collaboration with network and infrastructure teams.
Key Responsibilities
Administer and support Cisco Unified Communications Manager (CUCM) environments.
Perform Moves, Adds, Changes, and Deletes (MACD) activities for users and devices.
Configure and troubleshoot IP Phones, Device Pools, CSS, Partitions, Route Patterns, Route Lists, and SIP Trunks.
Support Cisco Unity Connection for voicemail administration and troubleshooting.
Monitor and troubleshoot call routing issues using CDR, RTMT, DNA, and trace analysis.
Manage SIP gateways, CUBE, and PSTN connectivity.
Support Cisco Jabber/Webex App user provisioning and troubleshooting.
Perform incident, problem, and change management activities following ITIL processes.
Coordinate with carriers, vendors, and internal teams to resolve voice-related issues.
Assist in CUCM upgrades, patching, migrations, and system health checks.
Maintain technical documentation, SOPs, and knowledge base articles.
Participate in on-call support and major incident management activities.
Required Technical Skills
Cisco Unified Communications Manager (CUCM)
Cisco Unity Connection
Cisco CUBE
Cisco Jabber / Webex App
SIP, H.323, RTP, SRTP protocols
Route Patterns, CSS, Partitions, Translation Patterns
SIP Trunks and Voice Gateways
RTMT, CDR Analysis, DNA
Basic understanding of SBCs and PSTN integrations
Troubleshooting voice quality and call routing issues
The above skills align strongly with CUCM administration, CUBE, SIP routing, Unity Connection, CDR and RTMT troubleshooting referenced in internal voice engineer requirements and candidate profiles.
Preferred Skills
Microsoft Teams Calling / Direct Routing
Audiocodes or Oracle SBC
Cisco IM & Presence
Cisco Expressway
Cisco UCCX / Contact Center basics
Webex Calling
Wireshark packet analysis
ServiceNow
Qualifications
Bachelor's Degree in Computer Science, Information Technology, Electronics, or related field.
CCNA Collaboration / CCNP Collaboration certification preferred.
Strong analytical and troubleshooting skills. Excellent communication and stakeholder management skills.
Good to Have
Experience with Teams-CUCM integration.
Knowledge of E911 and voice security concepts.
Exposure to cloud-based UC platforms.
Automation or scripting exposure (Python/PowerShell).
Key Competencies
Voice Troubleshooting
Root Cause Analysis
Incident & Problem Management
Customer Communication
Documentation
Team Collaboration

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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