Overview 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 and drive performance and customer satisfaction through an AI-powered core and agile digital at scale. We foster continuous improvement through building and transferring digital skills, expertise, and ideas from our ecosystem. Infosys is recognized as a Top Employer in Australia for the second year in a row and is an AI-first organization focused on creating impact at scale with a culture rooted in care, inclusion, and excellence.
Role Description Lead Consultant – IP Voice & Unified Communications Operations to join our team. You will 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. Responsibilities include handling complex incidents, performing root cause analysis, managing end-to-end voice service lifecycle, and collaborating with carriers, vendors, and internal stakeholders to ensure high availability of voice services for enterprise customers.
Location Sydney/Melbourne, Australia
Salary 129311 - 142018 AUD Annual Gross. Please note: the above salary range is indicative and may be subject to suitable enhancements based on internal company processes.
Flexible Working Flexible working arrangements (hybrid, reviewed case-by-case basis). Contact 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, voice routing policies, emergency calling (E911/E000), and Teams calling plans
Broadsoft: enterprise, group and user-level administration; feature provisioning; 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 with carriers, Microsoft, and Cisco BroadWorks support teams to resolve critical issues
Support production incidents including 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 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: 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
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, SBC configuration
IP Voice Activation: SIP trunk provisioning, DID/DDI assignment, codec configuration, QoS, DSCP marking
IP Voice Assurance: fault isolation methodology, CDR analysis, SIP trace reading, 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, 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, or C-IMS platforms
Session Recording, Compliance Recording integration experience
Benefits Infosys offers a comprehensive benefits package, including:
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. We are committed to a transparent, respectful, and engaging experience at every step. Infosys is an equal opportunity employer.
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