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.

Visit us atwww.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, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.