Track Manager (Support & Operations)

HCL Technologies Limited; Jersey City (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

HCL Technologies Limited seeks a Senior UC Engineer to implement and manage unified communications solutions, including Cisco CUCM, Unity, Avaya and MS Teams Voice. You will diagnose hardware/software/network issues for end users and coordinate with OEMs and vendors.

Responsibilities include configuring voice gateways, troubleshooting call quality, and supporting on‑prem and cloud voice services. The role requires 5–10 years in UC/VoIP with 24x7 availability.

Qualifications

• 5–10 years of hands‑on experience with Cisco/Avaya/MS Teams/Aspect voice solutions.
• Ability to configure IP phones, call flows, routing, and skills.
• Willingness for 24x7 availability and on‑call support.

Responsibilities

• Implement UC solutions including Cisco, MS Teams Voice, Avaya and Aspect.
• Troubleshoot and resolve voice infrastructure issues via multiple channels.
• Prepare design documents and perform upgrades/migrations as needed.

Skills

UC solutions

Cisco

Avaya

MS Teams Voice

Aspect

VoIP

SIP

Call routing

Tools

CUCM

Unity Connection

SBC/CUBE

MS Teams Voice

Job description

• Implementation of UC solutions including Cisco, MS Teams Voice, Avaya and Aspect.
• Provide hardware / software / network problem diagnosis / resolution via telephone/ email/ chat for customer’s end users.
• Administer, troubleshoot, and manage Voice infrastructure.
• Co-ordination with Customer Stakeholders, OEMs, 3rd party Vendors, Telecom Service Providers as and when required.
• PRINCIPAL ACCOUNTABILITIES
• Project implementations, testing, troubleshooting and documentation.
• Prepare HLD, LLD for Voice solutions including Cisco, MS Teams, Avaya and Aspect.
• Configuration and troubleshooting of Cisco CUCM, CUC and voice gateways/ CUBE and SBC, Avaya Aura CM, Aura Messaging, Aspect and MS Teams Voice.
• Troubleshooting of call drops, quality issues and other incidents.
• KEY TECHNOLOGIES
• CUCM & Unity connection 14.X and later versions
• SIP, MGCP and H.323 gateways.
• CUBE/SBC
• Basic Call routing and dial plan management
• Microsoft Teams Voice, Direct Routing, Operator Connect
• Voice Devices- Avaya, ASPECT
• KNOWLEDGE, SKILLS & EXPERIENCE
• 5-10 Years experience in the domain with hands on knowledge of Cisco, Avaya, MS Teams, Aspect etc.
• Basic understanding of Avaya, Cisco, Aspect and MS Teams voice systems.
• Must be able to add IP phones, call flow, skillset, routing etc.
• Upgrade, Migrations of Voice systems
• Good understanding of Unity Connection Voice mail services.
• Good understanding of VoIP, MGCP, H.323 and SIP services.
• Open for 24x7 availability
• Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.
• Expert level experience in handling Cisco IP telephony Network Infrastructure.
• independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Update the knowledge base
• Technically upgrade across versions of environment when required
• Ticket Monitoring
• On - call support
• Opening Bridge Call
• IP Telephony protocols like SIP, H323, MGCP and different Codecs and so on.
• Cisco Call Manager (CUCM), Cisco Unity Connection, UCCE, Cisco Expressway C & E
• Mobile and remote access (MRA) with Cisco Expressway, Single number reach (SNR).
• Voice Gateways / CUBE, SBC and related products.
• CUCM integration with CISCO Unity Connections and troubleshooting.
• CUCM integration with LDAP and troubleshooting
• Configuring CUBE/ Voice gateways/ SBC/ Voice functionality and troubleshooting.
• Configuring analog gateways and troubleshooting.
• Configuring translation pattern, route pattern and troubleshooting
• Configuring call handler and distribution list in unity connection.
• Configuring IP phone and Webex clients and troubleshooting
• Configuring voice mail for the users.
• Configuring speed dial and abbreviated dialling.
• Troubleshooting call routing, DTMF issues and so on.
• DIMENSIONS
• Ability to understand customer’s requirements.
• Technical Certification: Avaya, Cisco, Aspect and MS Teams with at least 3 to 5 years of experience.
• COMPETENCIES
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality
• Ability to work under pressure
• Flexibility
• Problem solving
• Balance and progress parallel activities

Key Responsibilities

• PURPOSE OF THE JOB:
• Implementation of UC solutions including Cisco, MS Teams Voice, Avaya and Aspect.
• Provide hardware / software / network problem diagnosis / resolution via telephone/ email/ chat for customer’s end users.
• Administer, troubleshoot, and manage Voice infrastructure.
• Co-ordination with Customer Stakeholders, OEMs, 3rd party Vendors, Telecom Service Providers as and when required.
• PRINCIPAL ACCOUNTABILITIES
• Project implementations, testing, troubleshooting and documentation.
• Prepare HLD, LLD for Voice solutions including Cisco, MS Teams, Avaya and Aspect.
• Configuration and troubleshooting of Cisco CUCM, CUC and voice gateways/ CUBE and SBC, Avaya Aura CM, Aura Messaging, Aspect and MS Teams Voice.
• Troubleshooting of call drops, quality issues and other incidents.
• KEY TECHNOLOGIES
• CUCM & Unity connection 14.X and later versions
• SIP, MGCP and H.323 gateways.
• CUBE/SBC
• Basic Call routing and dial plan management
• Microsoft Teams Voice, Direct Routing, Operator Connect
• Voice Devices- Avaya, ASPECT
• KNOWLEDGE, SKILLS & EXPERIENCE
• 5-10 Years experience in the domain with hands on knowledge of Cisco, Avaya, MS Teams, Aspect etc.
• Basic understanding of Avaya, Cisco, Aspect and MS Teams voice systems.
• Must be able to add IP phones, call flow, skillset, routing etc.
• Upgrade, Migrations of Voice systems
• Good understanding of Unity Connection Voice mail services.
• Good understanding of VoIP, MGCP, H.323 and SIP services.
• Open for 24x7 availability
• Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.
• Expert level experience in handling Cisco IP telephony Network Infrastructure.
• independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Update the knowledge base
• Technically upgrade across versions of environment when required
• Ticket Monitoring
• On - call support
• Opening Bridge Call
• IP Telephony protocols like SIP, H323, MGCP and different Codecs and so on.
• Cisco Call Manager (CUCM), Cisco Unity Connection, UCCE, Cisco Expressway C & E
• Mobile and remote access (MRA) with Cisco Expressway, Single number reach (SNR).
• Voice Gateways / CUBE, SBC and related products.
• CUCM integration with CISCO Unity Connections and troubleshooting.
• CUCM integration with LDAP and troubleshooting
• Configuring CUBE/ Voice gateways/ SBC/ Voice functionality and troubleshooting.
• Configuring analog gateways and troubleshooting.
• Configuring translation pattern, route pattern and troubleshooting
• Configuring call handler and distribution list in unity connection.
• Configuring IP phone and Webex clients and troubleshooting
• Configuring voice mail for the users.
• Configuring speed dial and abbreviated dialling.
• Troubleshooting call routing, DTMF issues and so on.
• DIMENSIONS
• Ability to understand customer’s requirements.
• Technical Certification: Avaya, Cisco, Aspect and MS Teams with at least 3 to 5 years of experience.
• COMPETENCIES
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality
• Ability to work under pressure
• Flexibility
• Problem solving
• Balance and progress parallel activities

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 around 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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.