Sr Technical Lead (Support & Operations)

Sr Technical Lead (Support & Operations)

Chennai, Tamil Nadu

Job Summary

Job Summary

M365 - Enterprise Telephony (Cisco + MS+ Unify)

Key Responsibilities

Job Responsibilities : Administer and support Microsoft Teams Phone, Direct Routing, Operator Connect, and Calling Plans. Manage Cisco Unified Communications Manager (CUCM), Unity Connection, and Cisco voice infrastructure. Support Unify OpenScape Voice and UC solutions. Configure SIP trunks, dial plans, call routing, hunt groups, auto attendants, and call queues. Perform user onboarding, telephony provisioning, MACD (Move, Add, Change, Delete) activities. Troubleshoot voice quality, call connectivity, PSTN, and VoIP-related issues. Monitor telephony services and ensure adherence to SLAs. Support enterprise migrations from legacy telephony systems to Microsoft Teams Voice. Handle incident, problem, and change management activities through ServiceNow. Work with telecom carriers and vendors for circuit provisioning and issue resolution. Prepare operational documentation, RCA reports, and knowledge articles. Support executive/VIP users and business-critical communication services

Skill Requirements

Skill Requirement : Microsoft Teams Telephony Teams Phone System Direct Routing & SBC Management Cisco CUCM Cisco Unity Connection Cisco UCCX / Contact Center Basics Unify OpenScape Voice SIP, VoIP, PSTN Call Manager Administration Telephony Troubleshooting ServiceNow ITIL Processes Network Fundamentals (TCP/IP, DNS, DHCP, QoS)

Other Requirements

Other Requirement : Audiocodes Ribbon SBC Microsoft 365 Administration Cisco Webex Calling PowerShell for M365 Administration Voice Migration Projects Contact Center Technologies Teams Certified Devices Administration