Mid-Tier UC Operations Engineer

Position Summary
Job Title: Unified Communications Operations Engineer (Mid-Level)
Department: Unified Communications / IT Operations
Location: Hyderabad, India
Work Schedule: Monday-Friday, 8:00 AM - 5:00 PM EST (Participates in 24/7 on-call rotation)
Experience Required: 4-6 years
Employment Type: Full-Time

About the Role
We are seeking a highly motivated Mid-Level Unified Communications (UC) Operations Engineer to support and maintain enterprise-scale Cisco collaboration environments within a regulated financial services environment. This role focuses on operational stability, proactive monitoring, incident response, MACD/service request execution, change governance, and documentation control across Cisco UC platforms including CUCM, Unity Connection, Oracle SBC, SIP trunking, and Microsoft Teams Direct Routing integrations.

The ideal candidate will demonstrate strong troubleshooting skills, structured change discipline, and the ability to operate effectively in a compliance-driven 24/7 banking environment.

Technical Requirements: Required Qualifications
• 4-6 years of hands-on experience supporting Cisco Unified Communications environments.
• Strong experience with CUCM, Unity Connection, UCCX, SIP trunking, Oracle SBC, and Microsoft Teams Direct Routing.
• Solid understanding of VoIP fundamentals (RTP, SRTP, codecs, QoS).
• Experience handling enterprise P1/P2 voice incidents.
• Familiarity with monitoring and diagnostic tools (RTMT, Wireshark, Splunk).
• Experience with ITSM tools such as ServiceNow.
• Experience with Python, Ansible, and Microsoft Power Platform.
• Ability to operate in a regulated banking environment with strict change governance.
• Experience with creating operational metrics dashboards (Power BI or similar).