Voice Network Engineer

Genpact Ltd.; Región Centro; On-site; MXN 800,000 - 1,200,000; Full time

Job summary

Genpact Ltd. in Mexico is seeking a Networks Engineer – Voice and Telephony to operate and support our Cisco-based unified communications platform, including CUCM administration, VOIP endpoints, and SIP trunk connectivity.

You will work in an ITIL‑aligned environment, collaborating with teams across the globe and delivering reliable voice services for enterprise clients, with bilingual English and Spanish proficiency.

Qualifications

• 4–7 years of experience administering and supporting enterprise voice and unified communications platforms.
• Hands-on Cisco Unified Communications Manager administration: user and device provisioning, dial plan configuration, partitions and calling search spaces, and call routing troubleshooting.
• Practical experience with VOIP endpoint registration, extension mobility and softphone deployment.
• Working knowledge of SIP signalling and SIP trunk configuration, including troubleshooting with carriers and interpreting SIP traces.
• Understanding of voice quality fundamentals: QoS, codecs, jitter, latency and packet loss, and the ability to diagnose call quality complaints end to end.
• Familiarity with voice gateways, MGCP/H.323 and analogue interfaces for legacy plant equipment.
• Experience operating within an ITIL‑aligned incident and change management process.
• Professional working proficiency in English and Spanish.

Responsibilities

• Operate and support the client’s Cisco‑based unified communications platform.
• Manage call manager administration and VOIP endpoint assignments.
• Troubleshoot SIP trunk connectivity and voice quality issues.
• Adhere to ITIL incident and change management processes.
• Provide bilingual support in English and Spanish.

Skills

VOIP

CUCM

SIP

Wireshark

English Spanish

Education

Bachelor's degree in Computer Science/Telecommunications/Electronics

CCNP Collaboration or CCNA Collaboration desirable

Tools

Cisco CUCM

SIP Trunk configuration

Microsoft Teams telephony

Wireshark

Job description

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting‑edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting‑edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Position: Networks Engineer – Voice and Telephony

Full time - On-site.

Role Overview:

The Networks Engineer – Voice and Telephony is responsible for the operation and support of THE CLIENT’s Cisco‑based unified communications platform, covering call manager administration, VOIP endpoint assignments and SIP trunk connectivity.

Key Responsibilities

Handling issues related:

• Cisco Unified Call Manager (CUCM).
• VOIP assignments.

Required Skills & Experience

• 4–7 years of experience administering and supporting enterprise voice and unified communications platforms.
• Hands‑on Cisco Unified Communications Manager administration: user and device provisioning, dial plan configuration, partitions and calling search spaces, and call routing troubleshooting.
• Practical experience with VOIP endpoint registration, extension mobility and softphone deployment.
• Working knowledge of SIP signalling and SIP trunk configuration, including troubleshooting with carriers and interpreting SIP traces.
• Understanding of voice quality fundamentals: QoS, codecs, jitter, latency and packet loss, and the ability to diagnose call quality complaints end to end.
• Familiarity with voice gateways, MGCP/H.323 and analogue interfaces for legacy plant equipment.
• Experience operating within an ITIL‑aligned incident and change management process.
• Professional working proficiency in English and Spanish.

Preferred Qualifications

• Exposure to Cisco Unity Connection voicemail and Cisco Unified Contact Center.
• Experience with Microsoft Teams telephony or Direct Routing, and awareness of migration paths from on‑premise CUCM.
• Experience supporting voice services across manufacturing plant and warehouse sites, including overhead paging or intercom integration.
• Packet capture and analysis skills (Wireshark) applied to voice troubleshooting.

Education & Certifications

• Bachelor's degree in Computer Science, Telecommunications, Electronics Engineering or a related discipline.
• Cisco CCNP Collaboration or CCNA Collaboration (desirable).
• Lead AI‑first transformation – Build and scale AI solutions that redefine industries
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career—Gain hands‑on experience, world‑class training, mentorship, and AI certifications to advance your skills
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast‑moving workplace
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.