An Information Technology & Business Shared Services presence is established in Hyderabad, India with the objective of providing information technology application development and support services

As an Advanced Systems Analyst (Voice), you will join our global team that architects and supports voice and video solutions. You will balance hands ? on troubleshooting, participate in design and architecture discussions, implement proactive measures to improve customer satisfaction and reduce support ticket volume.

Key Responsibilities :

- Troubleshoot and manage voice and video infrastructure (e.g., Microsoft Teams, Session Border Controllers (SBC), VoIP phones, conference-room equipment and related applications)

- Provide day-to-day operational support for the global voice/video environment and act as a final escalation point for support issues.

- Provide operational support for conference room, specialty room and other AV equipment

- Coordinate and run live events on site

- Process service requests and set up new devices as needed. Own device management and lifecycle across sites

- Monitor performance of voice, video, and fax infrastructure to ensure high quality customer experience.

- Coordinate with telecom service providers/vendors and oversee deployments or new service rollouts.

- Use lab/dev environments to test and implement new changes or features before deploying in production. Adhere to defined change management procedures.

- Participate in architecture discussions and development of roadmaps for the service offerings.

- Create and review technical documentation and operational guides

- Maintain and improve business continuity/disaster recovery (BCP/DR) plans; identify gaps and recommend remediations

- Investigate problems, perform diagnosis and root-cause analysis, and mitigate the risk of recurring issues

- Proactively drive measures to improve and optimize service availability

- Translate complex technical concepts for non-technical stakeholders

- Learn on the job and build comprehensive knowledge of the global voice and video infrastructure

- Partner with regional IT and other support teams across sites and regions globally

- Participate in an on-call/standby rotation as needed

Basic Qualifications :

- Bachelors degree in engineering

- At least 6+ years of demonstrated experience in complex and enterprise scale Unified Communications and Collaboration (UCC) deployments

- At least 3+ years of hands-on experience with Microsoft Teams (support, administration and advanced troubleshooting)

- Enterprise-level expertise with session border controllers (SBC) (e.g., Ribbon, AudioCodes): design, call routing, trunking, and diagnostics

- In-depth understanding of VoIP and related protocols such as SIP, RTP, TCP, UDP, etc. Should be able to reason media quality (jitter, latency, packet loss, codec) and security concepts (TLS/SRTP)

- Experience working with telecom carriers and services (e.g., ISDN PRI, SIP trunking)

- Experience analyzing and reporting call quality metrics and driving improvements based on data

- Strong knowledge of core infrastructure: Active Directory, DNS, DHCP, networking and firewall technologies

- Strong organizational skills and experience implementing telecom architecture changes in lab and production.

- Experience with ticketing systems in documenting interactions clearly for traceability and handover

- Effective analytical and problem-solving skills

- Able to work independently and as part of a team

- Comfortable switching between complex and routine tasks

- Professional, courteous, and respectful communicator with strong interpersonal skills

- Familiar with Microsoft 365 productivity tools (Teams, Word, Excel, PowerPoint and Outlook)

Preferred Qualifications :

- Experience with mainstream UCC platforms and protocols (Teams, Webex, Zoom) is desirable.

- Formal training or certification in UCC platforms (e.g., Teams, Webex, Zoom) is a plus

- Experience troubleshooting AV equipment in conference and specialty rooms

- Experience orchestrating and running live or virtual events (e.g., town halls, webinars)

- Familiarity with one or more Contact Center solutions

- Scripting skills (e.g., PowerShell) are a plus.