IP Voice UC Lead Consultant
About Us
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 Lead Consultant - IP Voice & Unified Communications Operations to join our team. We are seeking an experienced IP Voice and UC Engineer to provide advanced technical support for enterprise voice platforms including Inbound Voice services, IP Voice Activation and Assurance, Microsoft Teams Phone (Direct Routing), Cisco BroadWorks (Broadsoft), and SIP-based services. The role involves handling complex incidents, performing root cause analysis, managing end-to-end voice service lifecycle, and working closely with carriers, vendors, and internal stakeholders to ensure high availability of voice services for enterprise customers.
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Location: Sydney/Melbourne, Australia
Salary: 129311- 142018 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
• Lead the team, observe SLA and KPIs
• Lead and resolve complete production-down situations within SLA
• Manage Inbound voice services: hunt groups, auto-attendants, time-based routing, overflow, IVR call flow design
• Drive IP Voice Activation: end-to-end provisioning and commissioning of SIP trunks, BroadWorks services and Teams Direct Routing
• Lead IP Voice Assurance: fault diagnosis, proactive monitoring, SLA compliance, CDR analysis, and SIP trace investigation
• Microsoft Teams Phone: configure and troubleshoot Direct Routing, Teams-certified SBCs (AudioCodes, Ribbon), voice routing policies, emergency calling (E911/E000), and Teams calling plans
• Broadsoft: enterprise, group and user-level administration; feature provisioning (CFU, CFB, Hunt Groups, Auto Attendants); XSP log analysis; OCI API operations
• SIP protocol: troubleshoot SIP signaling, registration failures, call routing issues, codec negotiation, DTMF, and SBC interop
• Perform root cause analysis (RCA) and implement permanent fixes
• Work closely with carriers (Telstra, NBN Co), Microsoft, and Cisco BroadWorks support teams to resolve critical issues
• Support production incidents including participation in on-call/after-hours support as required
• Assist with platform upgrades, dial plan changes, configuration changes, and new feature enablement
• Review SIP traces, XSP logs, CDRs, Wireshark packet captures, and Splunk logs to diagnose issues
• Provide guidance and mentoring to L1/L2 support teams
• Ensure adherence to SLA, ITIL, and incident/problem/change management processes
• Take ownership of the Change Management process including creation, first-level approval, and review of Change Management Plans
• Document changes, call flows, dial plans, SBC configurations, and operational procedures
• Create and maintain technical documentation, SOPs, and knowledge base articles
• Provide KT (Knowledge Transfer) to team members and prepare KB articles
Essential
• Bachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or related field
• Over 7 years of experience in IP Voice support, operations, and implementations focusing on enterprise UC platforms
• Strong understanding of SIP protocol (RFC 3261), RTP/SRTP, VoIP concepts, and telephony fundamentals
• Experience with at least two of: Microsoft Teams Phone/Direct Routing, Cisco BroadWorks (Broadsoft)
• Knowledge of Australian telecommunications environment (PSTN, NBN, SIP trunking, ISDN/PRI)
Preferred Certifications
• Microsoft Certified: Teams Voice Engineer Expert (MS-720)
• Cisco BroadWorks technical certifications
Required Skills & Experience
Mandatory
• 7+ years in enterprise voice/UC support or engineering
• 5+ years hands-on with at least two platforms: Cisco BroadWorks , or Microsoft Teams Phone
• SIP expertise: INVITE, REGISTER, BYE, OPTIONS, 1xx/2xx/4xx/5xx response handling, SIP ladders, SBC configuration
• IP Voice Activation: SIP trunk provisioning, DID/DDI assignment, codec configuration (G.711, G.729, Opus), QoS, DSCP marking
• IP Voice Assurance: fault isolation methodology, CDR analysis, SIP trace reading (Wireshark/Sngrep), Splunk log queries
• Inbound voice: hunt groups, auto-attendants, time-of-day routing, holiday schedules, overflow, IVR design
• Microsoft Teams Direct Routing: SBC pairing, voice routing policies, dial plans, PSTN usage records, emergency calling
• Broadsoft: Enterprise/Group/User hierarchy, CommPilot, OCI provisioning, XSP log analysis, CDR7, UCP self-service portal
• Experience with enterprise SBCs: AudioCodes Mediant, Ribbon SBC, Cisco CUBE
• Incident management in enterprise production environments; strong troubleshooting and analytical skills
Good to Have
• Experience with additional UC platforms: Cisco CUCM, Avaya Aura, Genesys Cloud
• Scripting/automation experience (Python, PowerShell, REST API)
• Knowledge of Microsoft 365 administration (Teams Admin Center, PowerShell)
• Experience with Telstra assurance tools: Splunk, CDR7, Service Central, Wireshark, SecureCRT
• Familiarity with NBN Co portal and Australian carrier interoperability
• Experience with VoLTE, IMS (IP Multimedia Subsystem), or C-IMS platforms
• Session Recording, Compliance Recording integration experience
Benefits
At Infosys, we believe in taking care of our people. Our comprehensive benefits package includes:
• Income Protection Insurance
• Paid Parental Leave and Volunteer Leave
• Employee Assistance Program (EAP)
• Flexible working arrangements
• Health Insurance Discount
• Fitness/Gym Memberships
• Salary packaging and novated leasing
Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.
Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."
Perks and Benefits
Health and Wellness
- Health Insurance
- Life Insurance
- HSA
- Short-Term Disability
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- On-site/Nearby Childcare
Work Flexibility
Office Life and Perks
- Commuter Benefits Program
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
Financial and Retirement
- 401(K)
- Relocation Assistance
Professional Development
- Learning and Development Stipend
Diversity and Inclusion
- Employee Resource Groups (ERG)