Senior UC Operations Engineer

Key Responsibilities
* Lead advanced troubleshooting for P1/P0 incidents and serve as primary escalation point for complex voice outages.
* Oversee MACD and service request execution, ensuring SLA adherence and quality control.
* Perform deep SIP call flow analysis, SBC diagnostics, codec troubleshooting, and carrier escalations.
* Validate and optimize dial plans, routing logic, and redundancy configurations.
* Support Oracle SBC configuration management and Microsoft Teams Direct Routing integrations.
* Drive root cause analysis (RCA) and long-term remediation strategies for recurring issues.
* Lead system patching, firmware upgrades, and major version migrations.
* Ensure high availability, failover validation, and disaster recovery readiness.
* Enforce change governance, CAB standards, and audit traceability requirements.
* Mentor L2 engineers and contribute to operational maturity initiatives.
Additional L3 Operations Responsibilities
* Resolve the most complex issues escalated from L1/L2 requiring deep technical diagnostics.
* Perform packet-level analysis using Wireshark and advanced SIP ladder interpretation.
* Coordinate with carriers and vendors for high-severity escalations.
* Review and approve production-impacting configuration changes.
* Identify systemic risks and implement proactive service improvements.
* Support capacity planning and performance tuning initiatives.

Required Qualifications
* 7-10 years of enterprise Cisco Unified Communications operations experience.
* Expert-level proficiency with CUCM, Unity Connection, SIP trunking, Oracle SBC, and Microsoft Teams Direct Routing.
* Advanced understanding of SIP protocol, RTP/SRTP, QoS, codec negotiation, and call flow analysis.
* Proven experience leading P1/P0 enterprise voice incident response.
* Strong understanding of ITIL change management and CAB governance.
* Experience operating within regulated banking or financial services environments.
* Experience developing automation tools with YAML, Python, and Microsoft Power Platform.
* Experience with creating operational metrics dashboards (Power BI or similar).

Position Summary
Job Title: Unified Communications Operations Engineer (Senior)
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: 7-10 years
Employment Type: Full-Time
About the Role
We are seeking an experienced Senior Unified Communications (UC) Operations Engineer to lead operational support for enterprise-scale Cisco collaboration environments within a regulated financial services environment. This role provides advanced L3 operational support, technical leadership, complex incident management, service optimization, and governance enforcement across Cisco UC platforms including CUCM, Unity Connection, Oracle SBC, SIP trunking, and Microsoft Teams Direct Routing integrations.
The ideal candidate will demonstrate deep troubleshooting expertise, strong architectural awareness, and the ability to manage mission-critical voice systems in a high-availability, compliance-driven 24/7 banking environment.