Application Support Engineer

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Unified Communication and Collaboration Operations Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary: We are seeking a Senior Cisco Voice SME with 12+ years of experience in Unified Communications (UC) and Collaboration Operations to lead enterprise voice modernization, cloud collaboration, and Microsoft Teams Calling initiatives. The ideal candidate will possess deep expertise in Cisco UC technologies, Contact Center platforms, Microsoft Teams Voice, Session Border Controllers (SBC), and enterprise collaboration services while providing technical leadership, operational governance, and strategic guidance for global voice environments. Roles & Responsibilities: Lead the administration, configuration, troubleshooting, and lifecycle management of Cisco Unified Communications Manager (CUCM) and cloud-based collaboration platforms. Manage Cisco Unity Connection, IM & Presence, Expressway, Softphone (Cisco Jabber/Webex App), and enterprise voice infrastructure. Oversee MACD activities, call flow management, user provisioning, dial plans, CDR management, monitoring, backup, and reporting. Lead Microsoft Teams Calling, Direct Routing, Operator Connect, and integration with Session Border Controllers (SBC) and CUCM. Troubleshoot complex routing and interoperability issues between Microsoft Teams Tenant, SBCs, PSTN, and CUCM. Support Cisco Contact Center / CCaaS platforms, user management, call routing, and cloud collaboration services. Manage integrations with enterprise SaaS platforms including Salesforce, ServiceNow, and other third-party applications. Ensure platform availability by coordinating incident, problem, and change management with platform suppliers and global support teams. Manage license administration, capacity planning, compliance, and operational reporting. Support Microsoft Teams Rooms (MTR) devices, E911 services, security policies, and enterprise collaboration standards. Lead voice modernization, cloud migration, and collaboration transformation initiatives while ensuring high availability and service excellence. Required Skills Cisco Unified Communications Manager (CUCM) Cisco Unity Connection & IM & Presence Cisco Expressway & SIP Protocols Microsoft Teams Calling & Direct Routing Session Border Controllers (Cisco CUBE, Ribbon, AudioCodes, Oracle) Cisco Contact Center / CCaaS Call Flow Design, MACD & User Management CDR Management, Monitoring & Backup Tools Incident, Problem & Change Management Third-Party SaaS Integration (Salesforce, ServiceNow) License Management & Reporting E911 Services & Voice Security Preferred Skills Cisco Webex Calling Microsoft Teams Rooms (MTR) Operator Connect PowerShell, REST APIs, and UC Automation ITIL Framework AI-assisted Monitoring & Collaboration Analytics Hybrid Cloud Voice Solutions Professional & Technical Skills: Strong leadership and stakeholder management skills. Proven experience managing global Unified Communications environments. Excellent troubleshooting and root cause analysis capabilities. Strong customer-facing consulting and communication skills. Ability to lead operational governance, supplier management, and service improvements. Experience driving enterprise collaboration modernization and cloud adoption. Additional Information: 12+ years of experience in Cisco Unified Communications, Enterprise Voice, and Collaboration Operations. Extensive hands-on experience with CUCM, Microsoft Teams Calling, SBCs, Contact Center Cloud, Enterprise Voice Routing, and UC Platform Management. Experience supporting large-scale global collaboration environments and cloud migration initiatives. Preferred Certifications Cisco CCNP Collaboration / CCIE Collaboration Microsoft Teams Administrator Associate (MS-700) Cisco Webex Calling Certifications ITIL Foundation / ITIL Managing Professional Microsoft 365 Collaboration Certifications Key Competencies Enterprise Unified Communications Architecture Cisco Voice & Collaboration Operations Microsoft Teams Voice & Direct Routing Contact Center Cloud (CCaaS) Third-Party SaaS Integrations Platform Governance & Supplier Management Incident & Problem Management License & Capacity Management Enterprise Voice Modernization Hybrid Cloud Collaboration 15 years full time education Important Notice We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. 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