IP Voice UC Operations
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Posted on:
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1 Vacancy
Job Summary
About Us
Infosys is a global leader in next-generation digital services and consulting.We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovative ecosystem.
Recognized as the #1 Top Employerin Australia for the second year in a row Infosys offers a workplace where careers grow with purpose. As an AIfirst organization we empower our people to work on nextgeneration technologies continuously learn and create impact at scalesupported by a culture rooted in care inclusion and excellence.
Join Infosys and be part of a culture thats not just promisedits certified. #TopEmployer2026 #ThriveAtInfosys
Visit see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Role Description
Were looking for a Consultant IP Voice & Unified Communications Operations to join our team. We are seeking a motivated IP Voice and UC Engineer to provide L1/L2 technical support for enterprise voice platforms including Inbound Voice services IP Voice Activation and Assurance Microsoft Teams Phone Cisco BroadWorks (Broadsoft) and SIP-based services. The role involves handling day-to-day incidents following established SOPs assisting with voice service provisioning and working under the guidance of senior engineers to develop skills across the full UC and IP Voice technology stack.
Location:Sydney/Melbourne
Salary:90243- 98861 AUD Annual Gross
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements based on internal company processes
Flexible working arrangements (hybrid reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
Roles and Responsibilities
Provide L1/L2 technical support for IP Voice and UC platforms
Handle day-to-day incident queue: triage diagnose and resolve or escalate voice service faults
Support Inbound voice services: assist in configuring hunt groups auto-attendants and basic IVR call flows
Assist with IP Voice Activation: support provisioning activities for SIP trunks Broadsoft users and basic Teams configurations
Perform IP Voice Assurance: first-level fault diagnosis CDR lookups service status checks and escalation to L2/L3
Microsoft Teams Phone: assist with basic configuration tasks troubleshoot user-level issues and escalate SBC/routing issues
Broadsoft: perform user and group administration tasks feature activation/deactivation password resets and CDR queries via CommPilot and CDR7
SIP basics: understand SIP call flows read basic SIP traces identify common failure patterns
Log all incidents in Service Central with accurate categorisation priority and timely updates
Follow change management processes for minor changes and updates
Assist senior engineers during major incidents and RCA activities
Adhere to SLA ITIL and incident/problem/change management processes
Use assurance tools: Splunk basic searches CDR7 queries NBN Co portal Service Central
Create and update knowledge base articles and troubleshooting runbooks
Participate in KT sessions team meetings and upskilling programs
Perform routine health checks and monitor voice service dashboards
Assist with documentation of configurations and call flows
Essential
Bachelors degree in Computer Science Information Technology Telecommunications or related field
2 years of experience in IP Voice or telecommunications support
Basic understanding of SIP protocol VoIP concepts and telephony fundamentals
Exposure to at least one of: Microsoft Teams Phone Cisco BroadWorks or similar UC platform
Familiarity with ITIL processes (incident change problem management)
Preferred Certifications
Microsoft 365 Fundamentals (MS-900) or Teams Essentials
Any Cisco or BroadWorks associate-level certification
CompTIA Network or equivalent
Required Skills & Experience
Mandatory
2 years in IT/voice/telecommunications support role
Basic understanding of SIP signaling: REGISTER INVITE BYE common response codes
Exposure to voice platforms: BroadWorks Microsoft Teams Phone or similar
Ability to perform CDR lookups and basic log analysis
Experience using ticketing systems (ServiceNow / Service Central or similar)
Basic IP networking: TCP/IP UDP DNS NAT QoS concepts
Good communication and customer-facing skills
Willingness to participate in after-hours on-call roster
Good to Have
Hands-on experience with Microsoft Teams Admin Center
BroadWorks CommPilot / UCP portal administration
Basic Wireshark or packet capture experience
Experience with Splunk or similar log tools (basic searches)
Exposure to Australian carrier environment (Telstra NBN Co SIP trunking)
Knowledge of hunt groups auto-attendants call queues and IVR basics
Scripting basics (Python or PowerShell) willingness to learn
Benefits
At Infosys we believe in taking care of our people. Our comprehensive benefits package includes:
Income Protection Insurance
Paid Parental Leave and Volunteer Leave
Employee Assistance Program (EAP)
Flexible working arrangements
Health Insurance Discount and Well-being Program
Access to Fitness and Gym Memberships
Salary packaging and novated leasing
Ourrecruitment and selection processis designed to create the best match for both you and Infosys. Depending on the role it may include an initial screening technical or functional interviews and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent respectful and engaging at every step.
Equal Opportunity
At Infosys we recognize that everyone has individual requirements. If you are a person with disability illness or injury and require adjustments to the recruitment and selection process please contact our Recruitment team for adjustment either via the following email or call 1-. Alternatively you can include your preferred method of communication in email and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process Infosys does not accept any unsolicited resumes from third-party the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
Infosys is a global leader in next-generation digital services and consulting.We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovative ecosystem.
Recognized as the #1 Top Employerin Australia for the second year in a row Infosys offers a workplace where careers grow with purpose. As an AIfirst organization we empower our people to work on nextgeneration technologies continuously learn and create impact at scalesupported by a culture rooted in care inclusion and excellence.
Join Infosys and be part of a culture thats not just promisedits certified. #TopEmployer2026 #ThriveAtInfosys
Visit see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Role Description
Were looking for a Consultant IP Voice & Unified Communications Operations to join our team. We are seeking a motivated IP Voice and UC Engineer to provide L1/L2 technical support for enterprise voice platforms including Inbound Voice services IP Voice Activation and Assurance Microsoft Teams Phone Cisco BroadWorks (Broadsoft) and SIP-based services. The role involves handling day-to-day incidents following established SOPs assisting with voice service provisioning and working under the guidance of senior engineers to develop skills across the full UC and IP Voice technology stack.
Location:Sydney/Melbourne
Salary:90243- 98861 AUD Annual Gross
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements based on internal company processes
Flexible working arrangements (hybrid reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
Roles and Responsibilities
Provide L1/L2 technical support for IP Voice and UC platforms
Handle day-to-day incident queue: triage diagnose and resolve or escalate voice service faults
Support Inbound voice services: assist in configuring hunt groups auto-attendants and basic IVR call flows
Assist with IP Voice Activation: support provisioning activities for SIP trunks Broadsoft users and basic Teams configurations
Perform IP Voice Assurance: first-level fault diagnosis CDR lookups service status checks and escalation to L2/L3
Microsoft Teams Phone: assist with basic configuration tasks troubleshoot user-level issues and escalate SBC/routing issues
Broadsoft: perform user and group administration tasks feature activation/deactivation password resets and CDR queries via CommPilot and CDR7
SIP basics: understand SIP call flows read basic SIP traces identify common failure patterns
Log all incidents in Service Central with accurate categorisation priority and timely updates
Follow change management processes for minor changes and updates
Assist senior engineers during major incidents and RCA activities
Adhere to SLA ITIL and incident/problem/change management processes
Use assurance tools: Splunk basic searches CDR7 queries NBN Co portal Service Central
Create and update knowledge base articles and troubleshooting runbooks
Participate in KT sessions team meetings and upskilling programs
Perform routine health checks and monitor voice service dashboards
Assist with documentation of configurations and call flows
Essential
Bachelors degree in Computer Science Information Technology Telecommunications or related field
2 years of experience in IP Voice or telecommunications support
Basic understanding of SIP protocol VoIP concepts and telephony fundamentals
Exposure to at least one of: Microsoft Teams Phone Cisco BroadWorks or similar UC platform
Familiarity with ITIL processes (incident change problem management)
Preferred Certifications
Microsoft 365 Fundamentals (MS-900) or Teams Essentials
Any Cisco or BroadWorks associate-level certification
CompTIA Network or equivalent
Required Skills & Experience
Mandatory
2 years in IT/voice/telecommunications support role
Basic understanding of SIP signaling: REGISTER INVITE BYE common response codes
Exposure to voice platforms: BroadWorks Microsoft Teams Phone or similar
Ability to perform CDR lookups and basic log analysis
Experience using ticketing systems (ServiceNow / Service Central or similar)
Basic IP networking: TCP/IP UDP DNS NAT QoS concepts
Good communication and customer-facing skills
Willingness to participate in after-hours on-call roster
Good to Have
Hands-on experience with Microsoft Teams Admin Center
BroadWorks CommPilot / UCP portal administration
Basic Wireshark or packet capture experience
Experience with Splunk or similar log tools (basic searches)
Exposure to Australian carrier environment (Telstra NBN Co SIP trunking)
Knowledge of hunt groups auto-attendants call queues and IVR basics
Scripting basics (Python or PowerShell) willingness to learn
Benefits
At Infosys we believe in taking care of our people. Our comprehensive benefits package includes:
Income Protection Insurance
Paid Parental Leave and Volunteer Leave
Employee Assistance Program (EAP)
Flexible working arrangements
Health Insurance Discount and Well-being Program
Access to Fitness and Gym Memberships
Salary packaging and novated leasing
Ourrecruitment and selection processis designed to create the best match for both you and Infosys. Depending on the role it may include an initial screening technical or functional interviews and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent respectful and engaging at every step.
Equal Opportunity
At Infosys we recognize that everyone has individual requirements. If you are a person with disability illness or injury and require adjustments to the recruitment and selection process please contact our Recruitment team for adjustment either via the following email or call 1-. Alternatively you can include your preferred method of communication in email and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process Infosys does not accept any unsolicited resumes from third-party the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
About Company
Welcome to Infosys Careers for Experienced Professionals As a leading provider of next-generation consulting, technology and outsourcing solutions, we are dedicated to helping organizations in over 46 countries to renew their core and simultaneously innovate into new frontiers. Whilst ... View more
