Unified Communications (UC) Expert
We are looking for an experienced Unified Communications (UC) Expert to design, implement, integrate, and support a robust UC environment covering voice, video, IVR, telephony, and collaboration platforms. The ideal candidate will have strong hands-on expertise in UC technologies, IVR integration, VoIP, SIP, SBCs, call routing, and contact center solutions.
Key Responsibilities Design, implement, and manage Unified Communications infrastructure supporting voice, video, IVR, and collaboration services. Lead the technical design and implementation of IVR-enabled UC solutions. Configure and manage UC platforms including Cisco, Avaya, Microsoft Teams, Zoom, and Webex. Design and optimize IVR applications, call flows, routing logic, gateways, and session management. Manage end-to-end integration of IVR with voice, telephony, collaboration, CRM, C2M databases, and contact center applications. Configure and troubleshoot SIP, RTP, SBCs, gateways, PBX, and call routing. Design and implement voice networks with appropriate QoS, redundancy, high availability, and disaster recovery. Conduct interoperability and integration testing across UC platforms, endpoints, gateways, and IVR applications. Troubleshoot complex UC, telephony, IVR, and call-flow issues and optimize system performance. Monitor UC infrastructure health, availability, capacity, and performance using appropriate monitoring and reporting tools. Support deployment, system integration, testing, and User Acceptance Testing (UAT). Ensure UC solutions follow relevant telecom standards, VoIP protocols, security best practices, and organizational requirements. Prepare technical documentation covering architecture, configurations, integrations, troubleshooting procedures, and operational processes.
Required Qualifications & Skills Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.8–10 years of experience in Unified Communications, telephony, and enterprise communication systems. Strong hands-on experience with Cisco, Avaya, Microsoft Teams, Zoom, and Webex. Strong knowledge of IVR systems and their integration with UC and contact center platforms. Expertise in:SIP and RTPSBCs and VoIP Gateways PBX and telephony systems Call routing and call-flow design Voice network architecture QoS and network optimization High availability, redundancy, and disaster recovery Experience integrating UC/IVR environments with CRM, C2M databases, and contact center applications. Strong troubleshooting and problem-solving skills across voice, IVR, telephony, and UC environments. Experience with monitoring, reporting, and performance management tools. Good understanding of telecom standards, VoIP protocols, and UC security practices.
Preferred Certifications Relevant certifications will be an advantage, including:Cisco CCIE Collaboration Avaya ACISMicrosoft Teams / Skype for Business certifications Genesys Certified Professional