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 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
The Unified Communications Engineer will be responsible for the administration, ooperation, troubleshooting, and optimization of Alcatel-Lucent Enterprise OmniPCX. Enterprise (OXE), telephony platforms. The role supports business-critical voice services, ensuring high availability, service continuity, and adherence to SLA/KPI commitments in an enterprise environment.
Roles & Responsibilities:
- Administer and support Alcatel OmniPCX Enterprise (OXE) systems, including call servers, media gateways, and survivability components
- Perform user/extension provisioning, numbering plan management, class of service (COS), and call routing configuration
- Manage moves, adds, changes, and deletions (MACD) requests
- Maintain system documentation, configurations, and backups
- Provide L2/L3 support for voice incidents including call failures, registration issues, one-way audio, dropped calls, and feature malfunctions
- Analyze logs, traces, and alarms to identify root cause and implement permanent fixes
- Participate in major incident bridges, RCA preparation, and post-incident reviews
- Work with telecom carriers, vendors, and OEM support during incidents and upgrades
- Execute approved changes in line with CAB / change management processes
- Monitor system health using OmniVista or native OXE tools
- Support high availability, redundancy, and failover mechanisms
- Configure and troubleshoot SIP trunks and PSTN connectivity
- Ensure interoperability with third-party systems (SBCs, gateways, softphones, conferencing platforms)
- Support CTI / CSTA integrations where applicable
- Execute approved changes in line with CAB / change management processes
- Support platform upgrades, patches, and version migrations
- Validate changes through testing and post-implementation verification
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Unified Communication and Collaboration Operations.
- Alcatel-Lucent Enterprise OmniPCX Enterprise (OXE)
- Voice protocols: SIP, RTP, ISDN
- Telephony concepts: call routing, numbering plans, COS, hunt groups, IVR
- Endpoints: ALE IP phones, digital phones, DECT / IP-DECT
- Monitoring & administration tools: OmniVista / OXE management utilities
- Troubleshooting: logs, traces, signaling analysis
- Experience integrating OXE with Avaya / Cisco / Microsoft Teams ecosystems
- Knowledge of SBCs, gateways, and carrier interconnects
- Exposure to ServiceNow (incident, change, problem workflows)
- Understanding of enterprise network fundamentals (QoS, VLANs, WAN)
- ITIL Foundation or equivalent service management experience
Additional Information:
- 4-8 years of experience in enterprise voice / unified communications support
-Hands-on production experience with Alcatel OXE environments
- Experience working in 24x7 operations / managed services setups preferred
- Strong analytical, documentation, and communication skills
- This position is based at our Mumbai office.
- A 15 years full time education is required.
15 years full time educationAbout 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 atwww.accenture.com
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