Senior Administrator - Cisco Unified Communications
India
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Job Description
Senior Administrator - Cisco Unified Communications
Noida, Uttar Pradesh

Job Summary

This requirement is for Agency Office Voice (UC) support, covering incident handling and break‑fix services to ensure continuous and timely resolution of Voice issues.The role also requires strong communication skills along with the ability to provide reliable operational support. 6-9 years of experience in voice protocols, with strong understanding of voice technologies Excellent communication to interact effectively with agents  Provides L2 support for Voice and Contact Center environments across Agency, Hub, and OC locations. Troubleshoot CUCM, Unity Connection, and voice infrastructure issues. Handles SIP, RTP, dial plan, partitions, CSS, and call routing problems. Supports softphone and Jabber configuration, login failures, and audio issues. Troubleshoots Jabber certificate errors, presence issues, and device registration failures. Manages Jabber upgrades, installations, cleanup, and user add/remove requests. Supports Cisco IP Phone issues including registration, firmware upgrade, and extension setup. Resolves phone display issues, button template problems, and soft key configuration errors. Handles ICM skill group changes, routing issues, and call distribution troubleshooting. Monitors voice gateways, CUBE, and router related call path issues. Performs configuration updates and maintenance on CUCM clusters. Conducts phone MACD (move/add/change/delete) activities for lines and devices.n Run traces and log analysis for CUCM, SIP, CTI, and media issues. Coordinates with network teams for underlying connectivity or QoS problems. Ensures compliance with voice security and operational standards. Supports voicemail (Unity) problems including mailbox, MWI, and PIN resets. Handles SRST, remote site voice failover, and survivability checks. Monitors voice infra alerts and respond to priority incidents promptly. Documents fixes, updates tickets, and brings improvements to voice operations.

Key Responsibilities

6-9 years of experience in voice protocols, with strong understanding of voice technologies Excellent communication to interact effectively with agents  Provides L2 support for Voice and Contact Center environments across Agency, Hub, and OC locations. Troubleshoot CUCM, Unity Connection, and voice infrastructure issues. Handles SIP, RTP, dial plan, partitions, CSS, and call routing problems.Supports softphone and Jabber configuration, login failures, and audio issues. Troubleshoots Jabber certificate errors, presence issues, and device registration failures. Manages Jabber upgrades, installations, cleanup, and user add/remove requests. Supports Cisco IP Phone issues including registration, firmware upgrade, and extension setup. Resolves phone display issues, button template problems, and soft key configuration errors. Handles ICM skill group changes, routing issues, and call distribution troubleshooting. Monitors voice gateways, CUBE, and router related call path issues. Performs configuration updates and maintenance on CUCM clusters. Conducts phone MACD (move/add/change/delete) activities for lines and devices. Run traces and log analysis for CUCM, SIP, CTI, and media issues. Coordinates with network teams for underlying connectivity or QoS problems. Ensures compliance with voice security and operational standards. Supports voicemail (Unity) problems including mailbox, MWI, and PIN resets. Handles SRST, remote site voice failover, and survivability checks. Monitors voice infra alerts and respond to priority incidents promptly. Documents fixes, updates tickets, and brings improvements to voice operations

Skill Requirements

9 years’ experience with good Network Voice (Unified Communications) background Required SkillsCommunication SkillsStrong listening, verbal, written, and non‑verbal communicationEffective questioning and clarification skillsTechnical & Knowledge SkillsStrong ability to interpret monitoring tools data and take proactive actionIn-Depth knowledge of Cisco CUCM, Unity Connection, IM&P, Voice GatewayStrong understanding of TCP/IP, VLAN, SIP, RTPStrong understanding of Unity Auto AttendantHands‑on experience with Cisco UC platforms, including configuration and troubleshooting.

Other Requirements

Customer Service & Problem SolvingStrong troubleshooting Skill Ability to resolve increased volumes of incidents and service requestsCapability to restore services quickly and efficientlyStrong interpersonal skills for effective collaboration across teams.Confidence in handling customer interactions and managing expectationsCCN Voice Certification
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Information at a Glance

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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.