The Role
Provide advanced operational support for Cisco Unified Communications environments, including Voice PBX, WebEx, Telepresence, SIP trunks, gateways, and related infrastructure. Resolve incidents, service requests, escalations, and root-cause issues; manage vendors, migrations, RFCs, and process improvements. Develop technical solutions, estimates, reports, and automations while mentoring team members and coordinating project deliverables. The role requires shift availability, cross-geography collaboration, and strong ITIL and project management expertise.
Summary Generated by Built In
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 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Key Responsibilities
Maintenance administration of Cisco Voice PBX systems services Responsible for handling day-to-day Voice operations, requirements issues
Managing & maintaining Cisco Unified communication and collaboration, WebEx, Telepresence Infrastructure for various clients.
Managing & maintaining CUBE / CUSP, SIP trunks, Expressways and troubleshooting issues.
Provide L3 / L4 support for operational activities.
Vendor management for resolving major production issues.
Handling day to day Incidents and Service requests.
Sending daily and weekly status reports to Client and Project Manager.
Prepare technical solutions and effort estimation for the projects.
Planning, coordinating, tracking and executing Migrations.
Identify process improvement areas and define new processes.
Identify automation areas and implement the automations to optimize the team efforts.
Mentoring team members to achieve target timelines and deliverables.
Handling escalations related to project deliverables and looking into RCAs.
Coordinating with vendors on process improvement areas and ensure to have those in place.
Motivating team members to upskill / cross skill.
Tracking team contribution towards project deliverables.
Contributing and driving project / capability initiatives.
Technical Experience:
Product/Solution knowledge – Cisco UC&C, WebEx Meetings, WebEx Teams, Cisco
Meeting Server, CUC/Unity, Expressways, Voice gateways, CUBE/CUSP, Video Endpoints,
Media Control Unit, E911 (Intrado).
Sound technical knowledge and hands-on on Cisco UC&C environment.
Implementation and ongoing management of the Cisco UC&C products.
Management and troubleshooting of complex environment.
Expertise on ITIL processes and project management.
Good To have:
Exposure on UCCX/UCCE.
Knowledge of Verint recording.
Automation using RPS / DevOPS
Professional Attribute
Minimum 7-9 years of hands-on experience on one or more products mentioned above.
Experience in implementing and managing complex UC&C environments.
Good understanding of procedures, application and concepts within own subject area (and understanding them in the context of the business)
Team handling / people management, good communication skills.
Self-driven, target oriented.
Excellent communication skills.
Previous experience working with cross geography teams.
Ready to work in shift
Education
Bachelor s degree in engineering preferred.
Certifications
CCNA / CCNP / CCNP Voice
15 years full time education
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 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Key Responsibilities
Maintenance administration of Cisco Voice PBX systems services Responsible for handling day-to-day Voice operations, requirements issues
Managing & maintaining Cisco Unified communication and collaboration, WebEx, Telepresence Infrastructure for various clients.
Managing & maintaining CUBE / CUSP, SIP trunks, Expressways and troubleshooting issues.
Provide L3 / L4 support for operational activities.
Vendor management for resolving major production issues.
Handling day to day Incidents and Service requests.
Sending daily and weekly status reports to Client and Project Manager.
Prepare technical solutions and effort estimation for the projects.
Planning, coordinating, tracking and executing Migrations.
Identify process improvement areas and define new processes.
Identify automation areas and implement the automations to optimize the team efforts.
Mentoring team members to achieve target timelines and deliverables.
Handling escalations related to project deliverables and looking into RCAs.
Coordinating with vendors on process improvement areas and ensure to have those in place.
Motivating team members to upskill / cross skill.
Tracking team contribution towards project deliverables.
Contributing and driving project / capability initiatives.
Technical Experience:
Product/Solution knowledge – Cisco UC&C, WebEx Meetings, WebEx Teams, Cisco
Meeting Server, CUC/Unity, Expressways, Voice gateways, CUBE/CUSP, Video Endpoints,
Media Control Unit, E911 (Intrado).
Sound technical knowledge and hands-on on Cisco UC&C environment.
Implementation and ongoing management of the Cisco UC&C products.
Management and troubleshooting of complex environment.
Expertise on ITIL processes and project management.
Good To have:
Exposure on UCCX/UCCE.
Knowledge of Verint recording.
Automation using RPS / DevOPS
Professional Attribute
Minimum 7-9 years of hands-on experience on one or more products mentioned above.
Experience in implementing and managing complex UC&C environments.
Good understanding of procedures, application and concepts within own subject area (and understanding them in the context of the business)
Team handling / people management, good communication skills.
Self-driven, target oriented.
Excellent communication skills.
Previous experience working with cross geography teams.
Ready to work in shift
Education
Bachelor s degree in engineering preferred.
Certifications
CCNA / CCNP / CCNP Voice
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.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Skills Required
- Minimum 5 years of professional experience
- 15 years of full-time education
- Bachelor's degree in engineering
- 7-9 years of hands-on experience with Cisco Unified Communications and Collaboration products
- Experience implementing and managing complex Unified Communications and Collaboration environments
- Strong technical knowledge and hands-on experience in Cisco Unified Communications and Collaboration
- Experience managing and troubleshooting complex environments
- Expertise in ITIL processes and project management
- Team handling or people management experience
- Excellent communication skills
- Experience working with cross-geography teams
- Availability to work shifts
- CCNA, CCNP, or CCNP Voice certification
- Exposure to UCCX or UCCE
- Knowledge of Verint recording
- Automation experience using RPS or DevOps
Accenture Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Accenture and has not been reviewed or approved by Accenture.
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Healthcare Strength — Pay is considered competitive when paired with robust insurance options and other perks that compare well with large consulting and IT services peers. Multiple national medical plan options plus dental and vision are positioned as a core strength of the overall package.
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Retirement Support — Retirement support is positioned as a standout feature through a 401(k) dollar-for-dollar match up to a set percentage after eligibility. The package is reinforced by additional financial programs such as savings tools and related resources.
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Parental & Family Support — Parental and caregiving supports are presented as a meaningful benefit differentiator through substantial paid parental leave and multiple caregiver-oriented programs. Backup care and fertility/adoption/surrogacy navigation and reimbursements add breadth to family support beyond leave alone.
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The Company
What We Do
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 500,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
