Lead Consultant – IP Voice & Unified Communications Operations Location: Sydney/Melbourne, Australia
Salary: 129,311‑142,018 AUD Annual Gross
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
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 (AudioCodes, Ribbon), voice routing policies, emergency calling (E911/E000), and Teams calling plans
Broadsoft: enterprise, group and user‑level administration; feature provisioning (CFU, CFB, Hunt Groups, Auto Attendants); XSP 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 closely with carriers (Telstra, NBN Co), Microsoft, and Cisco BroadWorks support teams to resolve critical issues
Support production incidents including participation in 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 KT (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 of: 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 Mandatory
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, SIP ladders, SBC configuration
IP Voice Activation: SIP trunk provisioning, DID/DDI assignment, codec configuration (G.711, G.729, Opus), QoS, DSCP marking
IP Voice Assurance: fault isolation methodology, CDR analysis, SIP trace reading (Wireshark/Sngrep), 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, CommPilot, 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 (IP Multimedia Subsystem), or C‑IMS platforms
Session Recording, Compliance Recording integration experience
Benefits
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
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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