Voice Network Engineer

We are a $13+ billion global technology company, home to more than 224,000 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.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled

Key Responsibilities

• Solution Design and Architecture: Architect and design end-to-end Cisco Unified Communications solutions, incorporating voice, video, and data; ensure scalability, security, and compliance with best practices and business requirements.

• Implementation and Deployment: Lead the roll-out of Cisco voice solutions, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco IM & Presence, Cisco Expressway, and Contact Center solutions.

• Advanced Troubleshooting: Serve as the top-tier (Level 3) escalation point for complex voice and UC issues; diagnose and resolve critical incidents, root cause analysis, and provide sustainable corrective actions.

• Integration: Oversee integration of Cisco voice solutions with third-party PBXs, SIP trunks, PSTN gateways, and cloud-based services such as Webex or Microsoft Teams.

• Performance Optimization: Continuously monitor, analyze, and improve the performance and reliability of voice and collaboration networks.

• Security and Compliance: Implement and maintain security standards for voice infrastructure, including encryption protocols, secure voice gateways, and compliance with organizational and regulatory requirements (e.g., GDPR, HIPAA).

• Documentation: Create and maintain comprehensive technical documentation, including network diagrams, configuration guides, and operational procedures.

• Project Management: Plan and execute voice network upgrades, migrations, and new feature deployments; coordinate with project stakeholders, vendors, and cross-functional teams.

• Mentoring and Training: Provide guidance and training for junior engineers, supporting professional development and knowledge transfer within the team.

• Vendor Management: Liaise with Cisco TAC (Technical Assistance Center) and other vendors for issue resolution, software updates, and best practices.

• Capacity Planning: Assess current and future voice network requirements, recommend capacity upgrades, and participate in budgeting processes.

• Change Management: Participate in and lead change control processes, ensuring risk assessment, documentation, and rollback planning are rigorously followed.

• Service Improvement: Drive continuous service improvement initiatives, identify automation opportunities, and contribute to operational excellence.

Required Skills and Experience

Education: Bachelor’s degree in Computer Science, Information Technology, Electronics or related field (or equivalent experience).

Certifications: Cisco Certified Network Professional – Collaboration (CCNP Collaboration) required; Cisco Certified Internetwork Expert – Collaboration (CCIE Collaboration) preferred.

Experience:

Minimum 5+ years of hands-on experience in Cisco voice and unified communications engineering, design, and support in large enterprise environments.

• Expert knowledge of Cisco Unified Communications Manager (CUCM), Unity Connection, IM & Presence, Expressway, UCCX/UCCE, and Jabber/Webex.

• Deep understanding of voice protocols (SIP, H.323, MGCP, SCCP), QoS, dial plans, call routing, and numbering plans.

• Strong experience with Cisco gateways (ISR, CUBE), voice gateways (VG2XX/3XX), and integration with PSTN and SIP providers.

• Proficiency with network protocols (TCP/IP, UDP, DNS, DHCP, VLANs, WAN, MPLS) as they pertain to voice networks.

• Hands-on experience with network management and monitoring tools.

• Familiarity with virtualization platforms (VMware, Hyper-V) and deployment of virtualized UC applications.

• Understanding of security practices for voice and collaborative environments, including SRTP, TLS, and secure call recording.

• Experience in scripting or automation (Python, PowerShell, APIs) is a plus.

Problem Solving: Demonstrated ability to analyze, troubleshoot, and resolve complex voice and UC issues quickly and efficiently.

Communication: Excellent verbal and written communication skills; ability to interact with stakeholders at all organizational levels.

Project Management: Capable of managing multiple projects and priorities simultaneously under tight deadlines.