IP Voice UC Operations

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.
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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 after-hours on-call roster

Good to Have
• Hands-on experience with Microsoft Teams Admin Center
• BroadWorks CommPilot / UCP portal administration
• Basic Wireshark or packet capture experience
• Experience with Splunk or similar log tools (basic searches)
• Exposure to Australian carrier environment (Telstra, NBN Co, SIP trunking)
• Knowledge of hunt groups, auto-attendants, call queues, and IVR basics
• Scripting basics (Python or PowerShell) - willingness to learn

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 and Well-being Program
• Access to Fitness and 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.

Equal Opportunity
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.