Unified Communications Infrastructure Expert

Job ObjectiveThe Unified Communications Infrastructure Expert will be responsible for designing, implementing, integrating, and supporting a robust Unified Communications (UC) infrastructure covering voice, video, collaboration, and IVR solutions. The role will ensure high availability, performance, security, interoperability, and seamless integration with enterprise and contact center applications.Key Responsibilities- Lead the technical design, architecture, implementation, and optimization of the Unified Communications environment.- Design and implement IVR-enabled voice and collaboration solutions, including end-to-end call flows and integrations.- Configure and manage SIP, RTP, SBCs, gateways, PBX, call routing, and session management.- Integrate UC and IVR platforms with CRM, C2M databases, contact center applications, and enterprise systems.- Design voice networks with appropriate QoS, redundancy, high availability, and disaster recovery capabilities.- Perform interoperability testing across UC platforms, endpoints, gateways, IVR applications, and third-party systems.- Troubleshoot complex UC, voice, telephony, and IVR issues, perform root-cause analysis, and optimize system performance.- Monitor UC infrastructure health, capacity, availability, and performance using appropriate monitoring and reporting tools.- Support the deployment, testing, commissioning, and User Acceptance Testing (UAT) of UC and IVR solutions.- Ensure adherence to telecom standards, VoIP protocols, security best practices, and enterprise architecture standards.- Provide technical leadership and guidance during implementation, integration, troubleshooting, and service transition activities.- Develop and maintain technical documentation, architecture diagrams, configurations, call flows, and operational procedures.- Support continuous improvement of the UC environment and recommend enhancements to improve reliability, scalability, and user experience.Required Qualifications & Experience- Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related discipline.- 8–10 years of hands-on experience in Unified Communications, voice, telephony, and collaboration technologies.- Strong experience with one or more major UC platforms, including: - Cisco Collaboration - Avaya - Microsoft Teams / Skype for Business - Zoom - Webex- Proven experience in IVR design, implementation, integration, and support.- Strong knowledge of SIP, RTP, VoIP, SBCs, gateways, PBX, call routing, and session management.- Hands-on experience in voice network design, QoS, redundancy, high availability, and disaster recovery.- Experience integrating UC/IVR platforms with CRM, C2M databases, and contact center solutions.- Strong troubleshooting, analytical, and root-cause analysis capabilities.- Experience with UC monitoring, reporting, capacity, and performance management tools.- Good understanding of telecom standards, VoIP protocols, and UC security best practices.- Strong communication, documentation, and stakeholder management skills.Preferred CertificationsRelevant professional certifications are highly desirable, such as:- Cisco CCIE Collaboration- Avaya ACIS- Microsoft Teams / Skype for Business certifications- Genesys Certified Professional- Other relevant UC, Voice, or Collaboration certificationsKey CompetenciesUnified Communications | IVR | Voice & Telephony | SIP/RTP | SBC | PBX | Cisco Collaboration | Avaya | Microsoft Teams | Webex | Zoom | Contact Center Integration | CRM/C2M Integration | QoS | High Availability | Disaster Recovery | VoIP | Call Routing | UC Monitoring | UAT