IP Voice UC Operations

About the role

Infosys is a global leader in next-generation digital services and consulting . We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI-first organization, we empower our people to work on next-generation technologies, continuously learn, and create impact at scale-supported by a culture rooted in care, inclusion, and excellence. ▶ Join Infosys and be part of a culture that's not just promised-it's certified. #TopEmployer2026 #ThriveAtInfosys Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next. Role Description We're looking for a Consultant - IP Voice & Unified Communications Operations to join our team. We are seeking a motivated IP Voice and UC Engineer to provide L1/L2 technical support for enterprise voice platforms including Inbound Voice services, IP Voice Activation and Assurance, Microsoft Teams Phone, Cisco BroadWorks (Broadsoft), and SIP-based services. The role involves handling day-to-day incidents, following established SOPs, assisting with voice service provisioning, and working under the guidance of senior engineers to develop skills across the full UC and IP Voice technology stack. Location: Sydney/Melbourne Salary: 90243- 98861 AUD Annual Gross Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice. Roles and Responsibilities - Provide L1/L2 technical support for IP Voice and UC platforms - Handle day-to-day incident queue: triage, diagnose, and resolve or escalate voice service faults - Support Inbound voice services: assist in configuring hunt groups, auto-attendants, and basic IVR call flows - Assist with IP Voice Activation: support provisioning activities for SIP trunks, Broadsoft users, and basic Teams configurations - Perform IP Voice Assurance: first-level fault diagnosis, CDR lookups, service status checks, and escalation to L2/L3 - Microsoft Teams Phone: assist with basic configuration tasks, troubleshoot user-level issues, and escalate SBC/routing issues - Broadsoft: perform user and group administration tasks, feature activation/deactivation, password resets, and CDR queries via CommPilot and CDR7 - SIP basics: understand SIP call flows, read basic SIP traces, identify common failure patterns - Log all incidents in Service Central with accurate categorisation, priority, and timely updates - Follow change management processes for minor changes and updates - Assist senior engineers during major incidents and RCA activities - Adhere to SLA, ITIL, and incident/problem/change management processes - Use assurance tools: Splunk basic searches, CDR7 queries, NBN Co portal, Service Central - Create and update knowledge base articles and troubleshooting runbooks - Participate in KT sessions, team meetings, and upskilling programs - Perform routine health checks and monitor voice service dashboards - Assist with documentation of configurations and call flows Essential - Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field - 2+ years of experience in IP Voice or telecommunications support - Basic understanding of SIP protocol, VoIP concepts, and telephony fundamentals - Exposure to at least one of: Microsoft Teams Phone, Cisco BroadWorks , or similar UC platform - Familiarity with ITIL processes (incident, change, problem management) Preferred Certifications - Microsoft 365 Fundamentals (MS-900) or Teams Essentials - Any Cisco, or BroadWorks associate-level certification - CompTIA Network+ or equivalent Required Skills & Experience Mandatory - 2+ years in IT/voice/telecommunications support role - Basic understanding of SIP signaling: REGISTER, INVITE, BYE, common response codes - Exposure to voice platforms: BroadWorks, Microsoft Teams Phone, or similar - Ability to perform CDR lookups and basic log analysis - Experience using ticketing systems (ServiceNow / Service Central or similar) - Basic IP networking: TCP/IP, UDP, DNS, NAT, QoS concepts - Good communication and customer-facing skills - Willingness to participate in aft

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