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, and by empowering businesses with agile digital at scale to deliver unprecedented performance and customer satisfaction. Our always‑on learning agenda drives continuous improvement by building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Recognized as the #1 Top Employer in Australia for the second year in a row, we offer a workplace where careers grow with purpose and an AI‑first culture that supports learning, impact, and inclusion.
Role Description We’re looking for a Senior Consultant – IP Voice & Unified Communications Operations to join our team. The role requires an experienced IP Voice and UC Engineer to provide L2/L3 technical support for enterprise voice platforms, including Inbound Voice services, IP Voice Activation and Assurance, Microsoft Teams Phone (Direct Routing), Cisco BroadWorks, and SIP‑based services. Responsibilities include resolving complex incidents, contributing to root‑cause analysis, supporting production environments, collaborating with senior engineers and vendors, and maintaining high availability of enterprise voice services.
Location Melbourne, Australia
Salary 108571 – 119893 AUD annual gross (indicative, may be subject to enhancements based on internal processes).
Flexible Working Arrangements Hybrid arrangements are reviewed on a case‑by‑case basis. Feel free to connect with your recruiter to learn more.
Roles and Responsibilities
Provide L2/L3 technical support for IP Voice and UC platforms.
Support inbound voice services: hunt groups, auto‑attendants, time‑of‑day routing, overflow routing, and IVR call flows.
Participate in IP Voice Activation: provisioning and commissioning SIP trunks, BroadWorks services, and Microsoft Teams Direct Routing.
Perform IP Voice Assurance activities: fault diagnosis, SLA monitoring, CDR analysis, and SIP trace investigation.
Configure and troubleshoot Microsoft Teams Phone Direct Routing, SBC configurations, voice routing policies, and Teams calling plans.
Administer Broadsoft group and user‑level settings, feature provisioning, XSP log analysis, and CDR7 queries.
Diagnostic SIP issues: registration failures, call routing problems, codec mismatches, DTMF relay, and SBC interop.
Contribute to root‑cause analysis and assist in implementing permanent fixes.
Coordinate with carriers, Microsoft, and Cisco BroadWorks support as required.
Participate in on‑call/after‑hours support for production incidents.
Assist with platform upgrades, configuration changes, and testing.
Review SIP traces, XSP logs, CDRs, and Wireshark captures to diagnose issues.
Provide guidance and support to L1 team members.
Adhere to SLA, ITIL, and incident/problem/change management processes.
Assist in creating Change Management documentation, including PVT planning.
Create and update knowledge base articles, SOPs, and technical runbooks.
Participate in knowledge transfer sessions and cross‑training activities.
Document configurations, call flows, and troubleshooting steps.
Essential Qualifications
Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.
5+ years of experience in IP Voice support, operations, or implementations.
Solid understanding of SIP protocol (RFC 3261), RTP/SRTP, VoIP fundamentals.
Hands‑on experience with at least one of: Microsoft Teams Phone/Direct Routing or Cisco BroadWorks.
Familiarity with the Australian telecommunications environment (PSTN, NBN, SIP trunking).
Preferred Certifications
Microsoft Certified: Teams Voice Engineer (MS‑700 or MS‑720).
Cisco BroadWorks technical certifications.
Required Skills & Experience
5+ years in enterprise voice/UC support or engineering.
3+ years hands‑on experience with at least one of Cisco BroadWorks or Microsoft Teams Phone.
In‑depth SIP knowledge: reading SIP ladders, interpreting 1xx/2xx/4xx/5xx responses, basic SBC configuration.
IP Voice Activation: SIP trunk provisioning, DID assignment, codec configuration, basic QoS.
IP Voice Assurance: fault isolation, CDR analysis, SIP trace reading with Wireshark or similar.
Inbound voice: hunt group and auto‑attendant configuration, time‑of‑day routing, IVR basics.
Microsoft Teams Direct Routing: SBC pairing, voice routing policies, dial plans, emergency calling basics.
Broadsoft: Group/User administration, CommPilot portal, feature provisioning, CDR7 queries.
Experience with enterprise SBCs such as AudioCodes, Ribbon, or Cisco CUBE.
Incident management and ITIL process adherence in production environments.
Good to Have
Experience with additional UC platforms: Cisco CUCM, Avaya, Genesys Cloud.
Microsoft 365 administration (Teams Admin Center, PowerShell).
Scripting experience (Python, PowerShell) for automation.
Familiarity with Telstra assurance tools: Splunk, CDR7, Service Central, SecureCRT.
Experience with NBN Co portal and carrier fault management processes.
Knowledge of IMS, VoLTE, or carrier‑grade voice platforms.
Benefits
Income Protection Insurance
Paid Parental Leave and Volunteer Leave
Employee Assistance Program (EAP)
Flexible working arrangements
Health Insurance Discount and Well‑being Programme
Fitness and gym membership access
Salary packaging and novated leasing
Equal Opportunity Statement 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.
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