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 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. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately. Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.