The L2 Network Voice/IP Telephony Engineer will be responsible for the design, implementation, troubleshooting, and maintenance of enterprise-level Voice over IP (VoIP), Unified Communications (UC), and telephony solutions. including Cisco Jabber, Webex, MRA, and Recording Servers. The role requires deep expertise in Cisco Call Manager, SIP, H.323, VoIP protocols, and contact center solutions to ensure high availability, performance, and security of voice networks.

QUALIFICATION:

Bachelor’s degree in computer science, Telecommunications, or related field.

CERTIFICATIONS:

·      CCNA Voice/CCNP Collaboration

·      Microsoft Teams Voice Certification 

·      Avaya, Genesys, or other VoIP certifications 

·      ITIL Foundation

EXPERIENCE:

6-8 Years

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Deploy and configure Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, CUBE, and SIP trunking.
• Implement voice gateways, dial plans, QoS policies, and session border controllers (SBCs).
• Integrate Microsoft Teams, Zoom Phone, or other cloud-based telephony solutions.
• Troubleshooting & Support (L2/L3):
• Resolve call routing issues, codec mismatches, latency, jitter, and packet loss in VoIP networks.
• Debug SIP, H.323, MGCP, and RTP/RTCP protocols using Wireshark, SIPp, or other tools.
• Provide L2 escalation support for voice-related incidents and outages.
• Monitoring & Optimization:
• Monitor voice quality metrics (MOS, Jitter, Latency) using tools like SolarWinds, Cisco Prime, or IR Prognosis.
• Optimize QoS policies for voice traffic prioritization.
• Perform capacity planning and upgrades for VoIP infrastructure.
• Security & Compliance:
• Implement voice security measures (TLS, SRTP, firewall policies for VoIP).
• Ensure compliance with PCI-DSS, HIPAA, or other regulatory standards (if applicable).
• Collaboration & Documentation:
• Work with network, security, and cloud teams for cross-functional projects.
• Maintain network diagrams, SOPs, and change management records.
• Provide 24/7 network and security support as required.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

·      Cisco UC Suite (CUCM, CUC, UCCX, CUBE, IMP)

·      SIP, H.323, MGCP, RTP/RTCP protocols

·      Voice Gateway Configuration (ISDN, PRI, FXO/FXS, SIP Trunking)

·      QoS for Voice (DSCP, LLQ, AutoQoS)

·      Experience with Cisco Jabber, Webex, and MRA deployments.

·      Troubleshooting with Wireshark, RTMT, etc.

·      Session Border Controllers (AudioCodes, Oracle SBC, Cisco CUBE)

·      Basic Networking (VLANs, Routing, Firewall ACLs for VoIP)

• Strong understanding of network infrastructure, design, and troubleshooting.
• Excellent communication skills in English (both verbal and written).
• Ability to work efficiently in a team-oriented environment with high self-motivation.
• A customer-focused mindset with strong delivery service ethics.
• Good understanding of Monitoring tools such as SolarWinds, Manage Engine Ops Manager, Zabbix etc.
• Willingness to work in a 24/7 support window.
• Good understanding of the ITSM processes.

OPTIONAL

• Microsoft Teams Direct Routing / Operator Connect
• Genesys/Avaya Contact Center Solutions
• Cloud Telephony (AWS Chime, Zoom Phone, Webex Calling)
• Scripting (Python, PowerShell for automation)
• Experience with SD-WAN for VoIP optimization

SOFT SKILLS:

MANDATORY

• Self-confidence, motivation, and ability to work independently and in a team
• Ability to collaborate with stakeholders at the operational level
• Strong customer service orientation