Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: We are seeking an experienced Senior Engineer/Team Lead for Cisco Unified Communications to manage, support, and enhance enterprise-wide communication systems, including Cisco CUCM, IM&P, Unity, UCCX, CUBE, Jabber, and IP Telephony infrastructure. The role requires strong hands-on technical skills as well as the ability to lead a team of UC engineers, coordinate with stakeholders, and ensure high availability of collaboration services. Roles & Responsibilities: 1. Team Leadership & Operations - Assign tasks, manage workload, ensure SLA compliance, and track team performance. - Act as the technical escalation point for complex UC / voice / video issues. - Provide mentorship, training, and knowledge-sharing within the team. - Coordinate with cross-functional teams (network, security, infra, service desk). - Manage user provisioning, profiles, phones, extensions, voicemail, and mobility features. 2. UC System Administration & Support - Administer, configure, and troubleshoot the following: - Cisco Unified Communications Manager (CUCM), Cisco IM & Presence (IM&P), Cisco Unity Connection (Voicemail), Cisco Jabber / Webex Clients, Cisco IP Phones (78xx/88xx series), Cisco UCCX Contact Center, Cisco CUBE / SIP Gateways, SRST / Survivability configurations 3. Projects & Deployments - Lead UC deployments, upgrades, and migration projects. - Design and implement scalable dial plans, call routing, partitions, CSS, and global patterns. 4. Contact Center Support (UCCX) - Configure and support Cisco UCCX: - CSQs, skills, teams, Call routing scripts, Agent / supervisor provisioning - Real-time reporting and troubleshooting, Work with stakeholders for requirement gathering and enhancements. 5. Monitoring, Maintenance & Optimization - Monitor UC systems using RTMT, CUCM traces, UCCX logs, and reporting tools. - Perform regular health checks, capacity analysis, and performance tuning. - Ensure firmware management, phone loads, and security patches are up to date. - Maintain high system uptime and availability. 6. Documentation & Governance - Maintain detailed documentation: - Build guides, SOPs, runbooks, topology diagrams, asset inventory - Ensure compliance with security, audit, and regulatory requirements. - Drive continuous improvement, automation, and standardization initiatives. Professional & Technical Skills: Must Have Skills - Strong hands-on experience with: - Cisco CUCM 12.x – 15.x, Cisco IM&P, Unity Connection, UCCX, SIP trunking, H.323, MGCP, CUBE gateway configuration and debugging, - Dial plan design (partitions, CSS, route patterns, translations), - Jabber/Webex device provisioning - VoIP QoS, SRST, SIP/RTP troubleshooting - Proficiency with RTMT, Wireshark, CLI, Syslogs, and trace analysis. Additional Information: - Certification in CCNA Collaboration and ITIL Foundation - Problem solver with analytical mindset. - Strong ownership and accountability. - Ability to work under pressure and manage critical situations. - Excellent verbal and written communication skills. - The candidate should have minimum 5 years of experience in Unified Communication and Collaboration Operations. - This position is based at our Gurugram office. - A 15-year full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.