Sr Technical Lead (Support & Operations)

HCL Technologies Limited; Dadri; On-site; INR 1,400,000 - 2,300,000; Full time

Job summary

HCL Technologies Limited in Noida, Uttar Pradesh, seeks a Sr Technical Lead (Support & Operations) to oversee Microsoft Teams Phone and Cisco/Unify voice environments. You will manage Direct Routing, SBCs, CUCM, Unity Connection, and related UC solutions, while coordinating with carriers and vendors for circuit provisioning and incidents.

The role involves overseeing voice migrations from legacy systems, ensuring SLAs, and guiding TELCO-related changes with ITIL-aligned processes.

Qualifications

• Experience in administering Microsoft Teams Telephony and Direct Routing.
• Hands-on with CUCM, Cisco Unity Connection and Cisco Unified Contact Center basics.
• Familiarity with OpenScape Voice and UC solutions, SIP, VoIP and PSTN.

Responsibilities

• Administer and support Microsoft Teams Phone, Direct Routing, Operator Connect, and Calling Plans.
• Manage 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 and telephony provisioning (MACD).
• Troubleshoot voice quality and connectivity, and manage VoIP-related issues.
• Monitor services and ensure SLAs; migrate from legacy to Teams Voice.
• Handle incident, problem, and change management via ServiceNow.
• Coordinate with carriers for circuit provisioning and issue resolution.
• Prepare RCA reports and knowledge articles; support VIP users.

Skills

MS Teams Telephony

Direct Routing

SBC Management

CUCM

Cisco Unity Connection

VoIP Troubleshooting

SIP Trunking

PSTN

ServiceNow

ITIL

Networking Fundamentals

Job description

Sr Technical Lead (Support & Operations) India Noida, Uttar Pradesh

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

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered on digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.