IP Voice UC Lead Consultant
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Job Location:
Monthly Salary:
Posted on:
7 days ago
Vacancies:
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 Lead Consultant IP Voice & Unified Communications Operations to join our team. We are seeking an experienced IP Voice and UC Engineer to provide advanced technical support for enterprise voice platforms including Inbound Voice services IP Voice Activation and Assurance Microsoft Teams Phone (Direct Routing) Cisco BroadWorks (Broadsoft) and SIP-based services. The role involves handling complex incidents performing root cause analysis managing end-to-end voice service lifecycle and working closely with carriers vendors and internal stakeholders to ensure high availability of voice services for enterprise customers.
Location:Sydney/Melbourne Australia
Salary:129311- 142018 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
Lead the team observe SLA and KPIs
Lead and resolve complete production-down situations within SLA
Manage Inbound voice services: hunt groups auto-attendants time-based routing overflow IVR call flow design
Drive IP Voice Activation: end-to-end provisioning and commissioning of SIP trunks BroadWorks services and Teams Direct Routing
Lead IP Voice Assurance: fault diagnosis proactive monitoring SLA compliance CDR analysis and SIP trace investigation
Microsoft Teams Phone: configure and troubleshoot Direct Routing Teams-certified SBCs (AudioCodes Ribbon) voice routing policies emergency calling (E911/E000) and Teams calling plans
Broadsoft: enterprise group and user-level administration; feature provisioning (CFU CFB Hunt Groups Auto Attendants); XSP log analysis; OCI API operations
SIP protocol: troubleshoot SIP signaling registration failures call routing issues codec negotiation DTMF and SBC interop
Perform root cause analysis (RCA) and implement permanent fixes
Work closely with carriers (Telstra NBN Co) Microsoft and Cisco BroadWorks support teams to resolve critical issues
Support production incidents including participation in on-call/after-hours support as required
Assist with platform upgrades dial plan changes configuration changes and new feature enablement
Review SIP traces XSP logs CDRs Wireshark packet captures and Splunk logs to diagnose issues
Provide guidance and mentoring to L1/L2 support teams
Ensure adherence to SLA ITIL and incident/problem/change management processes
Take ownership of the Change Management process including creation first-level approval and review of Change Management Plans
Document changes call flows dial plans SBC configurations and operational procedures
Create and maintain technical documentation SOPs and knowledge base articles
Provide KT (Knowledge Transfer) to team members and prepare KB articles
Essential
Bachelors or Masters degree in Computer Science Information Technology Telecommunications or related field
Over 7 years of experience in IP Voice support operations and implementations focusing on enterprise UC platforms
Strong understanding of SIP protocol (RFC 3261) RTP/SRTP VoIP concepts and telephony fundamentals
Experience with at least two of: Microsoft Teams Phone/Direct Routing Cisco BroadWorks (Broadsoft)
Knowledge of Australian telecommunications environment (PSTN NBN SIP trunking ISDN/PRI)
Preferred Certifications
Microsoft Certified: Teams Voice Engineer Expert (MS-720)
Cisco BroadWorks technical certifications
Required Skills & Experience
Mandatory
7 years in enterprise voice/UC support or engineering
5 years hands-on with at least two platforms: Cisco BroadWorks or Microsoft Teams Phone
SIP expertise: INVITE REGISTER BYE OPTIONS 1xx/2xx/4xx/5xx response handling SIP ladders SBC configuration
IP Voice Activation: SIP trunk provisioning DID/DDI assignment codec configuration (G.711 G.729 Opus) QoS DSCP marking
IP Voice Assurance: fault isolation methodology CDR analysis SIP trace reading (Wireshark/Sngrep) Splunk log queries
Inbound voice: hunt groups auto-attendants time-of-day routing holiday schedules overflow IVR design
Microsoft Teams Direct Routing: SBC pairing voice routing policies dial plans PSTN usage records emergency calling
Broadsoft: Enterprise/Group/User hierarchy CommPilot OCI provisioning XSP log analysis CDR7 UCP self-service portal
Experience with enterprise SBCs: AudioCodes Mediant Ribbon SBC Cisco CUBE
Incident management in enterprise production environments; strong troubleshooting and analytical skills
Good to Have
Experience with additional UC platforms: Cisco CUCM Avaya Aura Genesys Cloud
Scripting/automation experience (Python PowerShell REST API)
Knowledge of Microsoft 365 administration (Teams Admin Center PowerShell)
Experience with Telstra assurance tools: Splunk CDR7 Service Central Wireshark SecureCRT
Familiarity with NBN Co portal and Australian carrier interoperability
Experience with VoLTE IMS (IP Multimedia Subsystem) or C-IMS platforms
Session Recording Compliance Recording integration experience
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
Fitness/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.
Hear from our recruiter on their experience working with Infosys as an Employer
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 Lead Consultant IP Voice & Unified Communications Operations to join our team. We are seeking an experienced IP Voice and UC Engineer to provide advanced technical support for enterprise voice platforms including Inbound Voice services IP Voice Activation and Assurance Microsoft Teams Phone (Direct Routing) Cisco BroadWorks (Broadsoft) and SIP-based services. The role involves handling complex incidents performing root cause analysis managing end-to-end voice service lifecycle and working closely with carriers vendors and internal stakeholders to ensure high availability of voice services for enterprise customers.
Location:Sydney/Melbourne Australia
Salary:129311- 142018 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
Lead the team observe SLA and KPIs
Lead and resolve complete production-down situations within SLA
Manage Inbound voice services: hunt groups auto-attendants time-based routing overflow IVR call flow design
Drive IP Voice Activation: end-to-end provisioning and commissioning of SIP trunks BroadWorks services and Teams Direct Routing
Lead IP Voice Assurance: fault diagnosis proactive monitoring SLA compliance CDR analysis and SIP trace investigation
Microsoft Teams Phone: configure and troubleshoot Direct Routing Teams-certified SBCs (AudioCodes Ribbon) voice routing policies emergency calling (E911/E000) and Teams calling plans
Broadsoft: enterprise group and user-level administration; feature provisioning (CFU CFB Hunt Groups Auto Attendants); XSP log analysis; OCI API operations
SIP protocol: troubleshoot SIP signaling registration failures call routing issues codec negotiation DTMF and SBC interop
Perform root cause analysis (RCA) and implement permanent fixes
Work closely with carriers (Telstra NBN Co) Microsoft and Cisco BroadWorks support teams to resolve critical issues
Support production incidents including participation in on-call/after-hours support as required
Assist with platform upgrades dial plan changes configuration changes and new feature enablement
Review SIP traces XSP logs CDRs Wireshark packet captures and Splunk logs to diagnose issues
Provide guidance and mentoring to L1/L2 support teams
Ensure adherence to SLA ITIL and incident/problem/change management processes
Take ownership of the Change Management process including creation first-level approval and review of Change Management Plans
Document changes call flows dial plans SBC configurations and operational procedures
Create and maintain technical documentation SOPs and knowledge base articles
Provide KT (Knowledge Transfer) to team members and prepare KB articles
Essential
Bachelors or Masters degree in Computer Science Information Technology Telecommunications or related field
Over 7 years of experience in IP Voice support operations and implementations focusing on enterprise UC platforms
Strong understanding of SIP protocol (RFC 3261) RTP/SRTP VoIP concepts and telephony fundamentals
Experience with at least two of: Microsoft Teams Phone/Direct Routing Cisco BroadWorks (Broadsoft)
Knowledge of Australian telecommunications environment (PSTN NBN SIP trunking ISDN/PRI)
Preferred Certifications
Microsoft Certified: Teams Voice Engineer Expert (MS-720)
Cisco BroadWorks technical certifications
Required Skills & Experience
Mandatory
7 years in enterprise voice/UC support or engineering
5 years hands-on with at least two platforms: Cisco BroadWorks or Microsoft Teams Phone
SIP expertise: INVITE REGISTER BYE OPTIONS 1xx/2xx/4xx/5xx response handling SIP ladders SBC configuration
IP Voice Activation: SIP trunk provisioning DID/DDI assignment codec configuration (G.711 G.729 Opus) QoS DSCP marking
IP Voice Assurance: fault isolation methodology CDR analysis SIP trace reading (Wireshark/Sngrep) Splunk log queries
Inbound voice: hunt groups auto-attendants time-of-day routing holiday schedules overflow IVR design
Microsoft Teams Direct Routing: SBC pairing voice routing policies dial plans PSTN usage records emergency calling
Broadsoft: Enterprise/Group/User hierarchy CommPilot OCI provisioning XSP log analysis CDR7 UCP self-service portal
Experience with enterprise SBCs: AudioCodes Mediant Ribbon SBC Cisco CUBE
Incident management in enterprise production environments; strong troubleshooting and analytical skills
Good to Have
Experience with additional UC platforms: Cisco CUCM Avaya Aura Genesys Cloud
Scripting/automation experience (Python PowerShell REST API)
Knowledge of Microsoft 365 administration (Teams Admin Center PowerShell)
Experience with Telstra assurance tools: Splunk CDR7 Service Central Wireshark SecureCRT
Familiarity with NBN Co portal and Australian carrier interoperability
Experience with VoLTE IMS (IP Multimedia Subsystem) or C-IMS platforms
Session Recording Compliance Recording integration experience
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
Fitness/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.
Hear from our recruiter on their experience working with Infosys as an Employer
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.
Required Experience:
Contract
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
