UC Associate Consultant (Unified Communications)

TekWissen; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

IT certifications support

Work with global teams

Job summary

TekWissen is seeking an UC Associate Consultant to provide L2 technical support for Microsoft Teams Voice, Skype for Business, and Direct Routing in a 24x7 onsite operation in Gurgaon. You will troubleshoot SBCs and VOIP issues, monitor UC infrastructure, and drive RCA and preventive actions, collaborating with global teams and customers.

The role requires hands-on UC experience, strong SIP knowledge, and excellent communication skills.

Qualifications

• Hands-on experience with Microsoft Teams Voice and UC environments.
• Experience with AudioCodes and Ribbon SBCs.
• Experience with Skype for Business On-Prem/Hybrid and migration to Teams.
• Knowledge of Polycom and AudioCodes IP Phones.
• Understanding of QoS, CAC, VPNs, PBX, and cloud voice integration.
• Experience monitoring UC environments with OVOC.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication with global customers.
• Willingness to work 24x7 shift-based support.

Responsibilities

• Provide L2 technical support for Microsoft Teams Voice, Skype for Business (On-Premises and Hybrid), Direct Routing, and Cloud PBX environments.
• Troubleshoot and resolve issues related to AudioCodes and Ribbon SBCs, SIP signalling, call routing, voice gateways, QoS, and CAC.
• Monitor UC infrastructure through OVOC dashboards and proactively respond to alerts to ensure service availability.
• Diagnose and resolve voice, telephony, conferencing, and collaboration issues within agreed service levels.
• Perform Root Cause Analysis (RCA) for major incidents and implement preventive measures.
• Collaborate with global support teams, vendors, and customers to resolve complex technical issues.
• Support Microsoft Teams migration projects from Skype for Business and hybrid voice environments.
• Create and maintain technical documentation, standard operating procedures, and knowledge base articles.
• Ensure compliance with ITIL processes, operational standards, and security best practices.
• Participate in a 24x7 shift-based support model, including on-call support when required.

Skills

Microsoft Teams Voice

AudioCodes SBC

Ribbon SBC

SIP & Direct Routing

Skype for Business

Polycom IP Phones

AudioCodes IP Phones

QoS & CAC

VPNs

OVOC monitoring

Troubleshooting

Communication skills

24x7 support

Education

Bachelor's degree in Engineering/CS/IT

ITIL Foundation Certification

MS-700 Certification

Tools

OVOC

Job description

Overview:

TekWissen is a global workforce management provider that offers strategic talent solutions to our clients throughout India and world-wide. The below client is a global software and cloud solutions provider that helps organizations buy, manage, and optimize their technology through both a marketplace and a comprehensive suite of services

Job Title: UC Associate Consultant (Unified Communications)
Location: Gurgaon
Job Type: Full Time
Work Type: Onsite

• The UC Associate Consultant is responsible for providing Level 2 (L2) technical support for enterprise Unified Communications (UC) environments within a 24x7 Cloud Managed Services operation.
• The role focuses on supporting Microsoft Teams Voice, Skype for Business, Session Border Controllers (SBCs), Direct Routing, and enterprise voice infrastructure to ensure seamless communication services for global customers.
• Working closely with customers, internal support teams, and escalation engineers, the consultant troubleshoots voice and collaboration issues, performs root cause analysis, maintains service availability, and contributes to continuous service improvement initiatives while adhering to SLAs and quality standards.

Key Responsibilities:

• Provide L2 technical support for Microsoft Teams Voice, Skype for Business (On-Premises and Hybrid), Direct Routing, and Cloud PBX environments.
• Troubleshoot and resolve issues related to AudioCodes and Ribbon Session Border Controllers (SBCs), SIP signalling, call routing, voice gateways, QoS, and CAC.
• Monitor UC infrastructure through OVOC dashboards and proactively respond to alerts to ensure service availability.
• Diagnose and resolve voice, telephony, conferencing, and collaboration issues within agreed service levels.
• Perform Root Cause Analysis (RCA) for major incidents and implement preventive measures.
• Collaborate with global support teams, vendors, and customers to resolve complex technical issues.
• Support Microsoft Teams migration projects from Skype for Business and hybrid voice environments.
• Create and maintain technical documentation, standard operating procedures, and knowledge base articles.
• Ensure compliance with ITIL processes, operational standards, and security best practices.
• Participate in a 24x7 shift-based support model, including on-call support when required.

Required Skills & Experience

• Hands-on experience supporting Microsoft Teams Voice and enterprise Unified Communications environments.
• Experience working with AudioCodes and/or Ribbon Session Border Controllers (SBCs).
• Strong understanding of SIP protocol, call flows, Direct Routing, Cloud PBX, and enterprise voice technologies.
• Experience supporting Skype for Business (On-Premises and Hybrid) environments and migration to Microsoft Teams.
• Knowledge of IP telephony devices such as Polycom and AudioCodes IP Phones.
• Understanding of QoS, Call Admission Control (CAC), VPNs, PBX systems, and cloud voice integration.
• Experience monitoring enterprise voice environments using OVOC or similar monitoring platforms.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills with the ability to work effectively with global customers.
• Willingness to work in a 24x7 rotational support environment.

Preferred Qualifications

• Bachelors degree in Engineering, Computer Science, Information Technology, or a related discipline.
• ITIL Foundation Certification.
• Microsoft Teams Administrator Associate (MS-700) certification is desirable.
• Experience in Managed Services or Cloud Support environments.
• Exposure to Microsoft 365 and enterprise collaboration technologies.

Key Competencies

• Microsoft Teams Voice
• Skype for Business
• Direct Routing
• Cloud PBX
• AudioCodes SBC
• Ribbon SBC
• SIP Protocol
• Enterprise Voice
• Unified Communications
• Call Routing
• QoS & CAC
• Voice Gateways
• IP Telephony
• Incident Management
• Root Cause Analysis (RCA)
• Customer Support
• Managed Services
• Technical Documentation
• ITIL Processes
• Stakeholder Communication

Success Measures

• Timely resolution of incidents within agreed SLAs.
• High customer satisfaction through effective communication and issue resolution.
• Minimal service disruption across voice and collaboration platforms.
• Successful execution of RCA and continuous service improvement initiatives.
• High-quality technical documentation and knowledge base contributions.
• Consistent adherence to operational, quality, and security standards.

TekWissen Group is an equal opportunity employer supporting workforce diversity.