Track Manager (Support & Operations)
India
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Job Description
Track Manager (Support & Operations)
Hyderabad, Telangana

Job Summary

The L3 Unified Communications (UC) Senior Engineer serves as the technical Subject Matter Expert (SME) and engineering lead for enterprise telephony platforms, responsible for architecture, governance, escalation management, transformation programs, and operational excellence across global voice environments.

Key Responsibilities

The role requires deep expertise in: Microsoft Teams Enterprise Telephony Teams Direct Routing Cisco Unified Communications Unify OpenScape / HiPath SBC Platforms (Ribbon & AudioCodes) Bright E911 Solutions SIP Trunking and Carrier Integrations Telephony Security and Compliance Global Voice Transformation Programs The resource will provide L3 support for complex incidents, lead root cause analysis, design and implement strategic telephony initiatives, and ensure high service availability across enterprise communication platforms. Key Responsibilities Technical Leadership & SME Ownership Act as primary SME for enterprise voice services. Define telephony architecture standards and best practices. Review and approve technical solutions. Lead technical design workshops. Mentor L2 engineers and operations teams. Drive continuous service improvement initiatives. Participate in governance and architecture review boards.

Skill Requirements

Ideal Candidate Profile 8–15+ years of Unified Communications experience. 5+ years in Microsoft Teams Voice and Direct Routing. Extensive Cisco UC architecture and support experience. Strong knowledge of Unify OpenScape platforms. Hands-on expertise with Ribbon and AudioCodes SBCs. Experience managing global telephony environments (5,000+ users preferred). Proven experience in voice transformation and migration projects. Strong background in RCA, Problem Management, Governance, DR/BCP, and Operational Excellence.

Other Requirements

Educational Qualification Bachelor’s degree in engineering, Telecommunications, Information Technology, Computer Science, or equivalent experience.
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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 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 2026 totaled $14.8 billion.