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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