Voice Operations Support Technician

Job Description – Voice Ops agency support

Role Overview

This requirement is for Agency Office Voice (UC) support, covering incident handling and break‑fix services to ensure continuous and timely resolution of Voice issues.

The role also requires strong communication skills along with the ability to provide reliable operational support

• 6-9 years of experience in voice protocols, with strong understanding of voice technologies
• Excellent communication to interact effectively with agents
• Provides L2 support for Voice and Contact Center environments across Agency, Hub, and OC locations.
• Troubleshoot CUCM, Unity Connection, and voice infrastructure issues.
• Handles SIP, RTP, dial‑plan, partitions, CSS, and call routing problems.
• Supports softphone and Jabber configuration, login failures, and audio issues.
• Troubleshoots Jabber certificate errors, presence issues, and device registration failures.
• Manages Jabber upgrades, installations, cleanup, and user add/remove requests.
• Supports Cisco IP Phone issues including registration, firmware upgrade, and extension setup.
• Resolves phone display issues, button template problems, and soft key configuration errors.
• Handles ICM skill group changes, routing issues, and call distribution troubleshooting.
• Monitors voice gateways, CUBE, and router‑related call path issues.
• Performs configuration updates and maintenance on CUCM clusters.
• Conducts phone MACD (move/add/change/delete) activities for lines and devices.
• Run traces and log analysis for CUCM, SIP, CTI, and media issues.
• Coordinates with network teams for underlying connectivity or QoS problems.
• Ensures compliance with voice security and operational standards.
• Supports voicemail (Unity) problems including mailbox, MWI, and PIN resets.
• Handles SRST, remote site voice failover, and survivability checks.
• Monitors voice infra alerts and respond to priority incidents promptly.
• Documents fixes, updates tickets, and brings improvements to voice operations.

Experience

6-9 years’ experience with good Network Voice (Unified Communications) background

Required Skills

Communication Skills

1. Strong listening, verbal, written, and non‑verbal communication

• Effective questioning and clarification skills

Technical & Knowledge Skills

• Strong ability to interpret monitoring tools data and take proactive action
• In-Depth knowledge of Cisco CUCM, Unity Connection, IM&P, Voice Gateway
• Strong understanding of TCP/IP, VLAN, SIP, RTP
• Strong understanding of Unity Auto Attendant

1. Hands‑on experience with Cisco UC platforms, including configuration and troubleshooting.

Customer Service & Problem Solving

• Strong troubleshooting Skill
• Ability to resolve increased volumes of incidents and service requests
• Capability to restore services quickly and efficiently
• Strong interpersonal skills for effective collaboration across teams.
• Confidence in handling customer interactions and managing expectations.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.