Lead Consultant – IP Voice & Unified Communications Operations Location: Sydney/Melbourne, AustraliaSalary: 129,311‐142,018 AUD Annual GrossFlexible 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 ResponsibilitiesLead the team, observe SLA and KPIsLead and resolve complete production‐down situations within SLAManage Inbound voice services: hunt groups, auto‐attendants, time‐based routing, overflow, IVR call flow designDrive IP Voice Activation: end‐to‐end provisioning and commissioning of SIP trunks, BroadWorks services and Teams Direct RoutingLead IP Voice Assurance: fault diagnosis, proactive monitoring, SLA compliance, CDR analysis, and SIP trace investigationMicrosoft Teams Phone: configure and troubleshoot Direct Routing, Teams‐certified SBCs (AudioCodes, Ribbon), voice routing policies, emergency calling (E911/E000), and Teams calling plansBroadsoft: enterprise, group and user‐level administration; feature provisioning (CFU, CFB, Hunt Groups, Auto Attendants); XSP log analysis; OCI API operationsSIP protocol: troubleshoot SIP signaling, registration failures, call routing issues, codec negotiation, DTMF, and SBC interopPerform root cause analysis (RCA) and implement permanent fixesWork closely with carriers (Telstra, NBN Co), Microsoft, and Cisco BroadWorks support teams to resolve critical issuesSupport production incidents including participation in on‐call/after‐hours support as requiredAssist with platform upgrades, dial plan changes, configuration changes, and new feature enablementReview SIP traces, XSP logs, CDRs, Wireshark packet captures, and Splunk logs to diagnose issuesProvide guidance and mentoring to L1/L2 support teamsEnsure adherence to SLA, ITIL, and incident/problem/change management processesTake ownership of the Change Management process including creation, first‐level approval, and review of Change Management PlansDocument changes, call flows, dial plans, SBC configurations, and operational proceduresCreate and maintain technical documentation, SOPs, and knowledge base articlesProvide KT (Knowledge Transfer) to team members and prepare KB articlesEssentialBachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or related fieldOver 7 years of experience in IP Voice support, operations, and implementations focusing on enterprise UC platformsStrong understanding of SIP protocol (RFC 3261), RTP/SRTP, VoIP concepts, and telephony fundamentalsExperience 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 CertificationsMicrosoft Certified: Teams Voice Engineer Expert (MS‐720)Cisco BroadWorks technical certificationsRequired Skills & Experience Mandatory7+ years in enterprise voice/UC support or engineering5+ years hands‐on with at least two platforms: Cisco BroadWorks, or Microsoft Teams PhoneSIP expertise: INVITE, REGISTER, BYE, OPTIONS, 1xx/2xx/4xx/5xx response handling, SIP ladders, SBC configurationIP Voice Activation: SIP trunk provisioning, DID/DDI assignment, codec configuration (G.711, G.729, Opus), QoS, DSCP markingIP Voice Assurance: fault isolation methodology, CDR analysis, SIP trace reading (Wireshark/Sngrep), Splunk log queriesInbound voice: hunt groups, auto‐attendants, time‐of‐day routing, holiday schedules, overflow, IVR designMicrosoft Teams Direct Routing: SBC pairing, voice routing policies, dial plans, PSTN usage records, emergency callingBroadsoft: Enterprise/Group/User hierarchy, CommPilot, OCI provisioning, XSP log analysis, CDR7, UCP self‐service portalExperience with enterprise SBCs: AudioCodes Mediant, Ribbon SBC, Cisco CUBEIncident management in enterprise production environments; strong troubleshooting and analytical skillsGood to HaveExperience with additional UC platforms: Cisco CUCM, Avaya Aura, Genesys CloudScripting/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, SecureCRTFamiliarity with NBN Co portal and Australian carrier interoperabilityExperience with VoLTE, IMS (IP Multimedia Subsystem), or C‐IMS platformsSession Recording, Compliance Recording integration experienceBenefitsIncome Protection InsurancePaid Parental Leave and Volunteer LeaveEmployee Assistance Program (EAP)Flexible working arrangementsHealth Insurance DiscountFitness/Gym MembershipsSalary packaging and novated leasingAll 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.#J-18808-Ljbffr