Telecom Voice lead-Manager

PwC; Gurugram District, Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

PwC in Gurugram, India is seeking a senior Unified Communications engineer with 8+ years of hands-on experience in enterprise voice and UC administration. The role requires strong proficiency in CUCM, Unity Connection, and UCCX/UCCE, plus SIP trunk configuration and SBC/CUBE management.

You will support UC integration with LDAP/AD and CRM systems, align with ITIL processes, and stay current on UCaaS/CCaaS trends.

Qualifications

• Bachelors degree in Computer Science, Information Technology, Telecommunications, or a related field preferred.
• Minimum of 8 years of hands-on experience in enterprise voice and unified communications administration and engineering.
• Strong proficiency with Cisco Unified Communications Manager (CUCM), Unity Connection, and UCCX/UCCE or equivalent platforms.
• Proven experience with SIP trunk configuration, session border controllers (CUBE/SBC), and PSTN circuit management.
• Hands-on experience with enterprise Contact Center platforms including IVR scripting, routing design, and reporting.
• Solid understanding of VoIP protocols including SIP, H.323, MGCP, SCCP, and RTP/SRTP.
• Familiarity with QoS implementation for voice traffic, DSCP marking, and call admission control (CAC).
• Experience with UC integration technologies including LDAP, Active Directory, and CRM/ticketing system integrations.
• Industry certifications preferred: CCNA Collaboration, CCNP Collaboration, Cisco Contact Center certifications, or equivalent.
• Strong working knowledge of ITIL principles and ITSM practices including change, incident, and problem management.
• Current understanding of industry trends including UCaaS, CCaaS, Microsoft Teams Direct Routing, and Webex Cloud platforms.
• Outstanding verbal and written communication skills with strong attention to detail.
• Excellent analytical and troubleshooting skills with ability to manage multiple priorities during critical incidents.
• Strong interpersonal skills and ability to work effectively with business stakeholders, vendors, and cross-functional technical teams.

Skills

UC engineering

CUCM

SIP trunk

VoIP protocols

ITIL/ITSM

CCNA Collaboration

CCNP Collaboration

Communication

Cross-functional teamwork

Education

Bachelors in CS/IT/Telecom

Tools

CUCM

Unity Connection

UCCX/UCCE

CUBE/SBC

LDAP/AD/CRM integrations

Job description

• Bachelors degree in Computer Science, Information Technology, Telecommunications, or a related field preferred
• Minimum of 8 years of hands-on experience in enterprise voice and unified communications administration and engineering
• Strong proficiency with Cisco Unified Communications Manager (CUCM), Unity Connection, and UCCX/UCCE or equivalent platforms
• Proven experience with SIP trunk configuration, session border controllers (CUBE/SBC), and PSTN circuit management
• Hands-on experience with enterprise Contact Center platforms including IVR scripting, routing design, and reporting
• Solid understanding of VoIP protocols including SIP, H.323, MGCP, SCCP, and RTP/SRTP
• Familiarity with QoS implementation for voice traffic, DSCP marking, and call admission control (CAC)
• Experience with UC integration technologies including LDAP, Active Directory, and CRM/ticketing system integrations
• Industry certifications preferred: CCNA Collaboration, CCNP Collaboration, Cisco Contact Center certifications, or equivalent
• Strong working knowledge of ITIL principles and ITSM practices including change, incident, and problem management
• Current understanding of industry trends including UCaaS, CCaaS, Microsoft Teams Direct Routing, and Webex Cloud platforms
• Outstanding verbal and written communication skills with strong attention to detail
• Excellent analytical and troubleshooting skills with ability to manage multiple priorities during critical incidents
• Strong interpersonal skills and ability to work effectively with business stakeholders, vendors, and cross-functional technical teams