Application Support Engineer

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Unified Communication and Collaboration Operations Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary: We are seeking a Senior Cisco Voice SME with 12+ years of experience in Unified Communications (UC) and Collaboration Operations to lead enterprise voice modernization, cloud collaboration, and Microsoft Teams Calling initiatives. The ideal candidate will possess deep expertise in Cisco UC technologies, Contact Center platforms, Microsoft Teams Voice, Session Border Controllers (SBC), and enterprise collaboration services while providing technical leadership, operational governance, and strategic guidance for global voice environments. Roles & Responsibilities: Lead the administration, configuration, troubleshooting, and lifecycle management of Cisco Unified Communications Manager (CUCM) and cloud-based collaboration platforms. Manage Cisco Unity Connection, IM & Presence, Expressway, Softphone (Cisco Jabber/Webex App), and enterprise voice infrastructure. Oversee MACD activities, call flow management, user provisioning, dial plans, CDR management, monitoring, backup, and reporting. Lead Microsoft Teams Calling, Direct Routing, Operator Connect, and integration with Session Border Controllers (SBC) and CUCM. Troubleshoot complex routing and interoperability issues between Microsoft Teams Tenant, SBCs, PSTN, and CUCM. Support Cisco Contact Center / CCaaS platforms, user management, call routing, and cloud collaboration services. Manage integrations with enterprise SaaS platforms including Salesforce, ServiceNow, and other third-party applications. Ensure platform availability by coordinating incident, problem, and change management with platform suppliers and global support teams. Manage license administration, capacity planning, compliance, and operational reporting. Support Microsoft Teams Rooms (MTR) devices, E911 services, security policies, and enterprise collaboration standards. Lead voice modernization, cloud migration, and collaboration transformation initiatives while ensuring high availability and service excellence. Professional & Technical Skills: Cisco Unified Communications Manager (CUCM) Cisco Unity Connection & IM & Presence Cisco Expressway & SIP Protocols Microsoft Teams Calling & Direct Routing Session Border Controllers (Cisco CUBE, Ribbon, AudioCodes, Oracle) Cisco Contact Center / CCaaS Call Flow Design, MACD & User Management CDR Management, Monitoring & Backup Tools Incident, Problem & Change Management Third-Party SaaS Integration (Salesforce, ServiceNow) License Management & Reporting E911 Services & Voice Security Preferred Skills Cisco Webex Calling Microsoft Teams Rooms (MTR) Operator Connect PowerShell, REST APIs, and UC Automation ITIL Framework AI-assisted Monitoring & Collaboration Analytics Hybrid Cloud Voice Solutions Professional Attributes Strong leadership and stakeholder management skills. Proven experience managing global Unified Communications environments. Excellent troubleshooting and root cause analysis capabilities. Strong customer-facing consulting and communication skills. Ability to lead operational governance, supplier management, and service improvements. Experience driving enterprise collaboration modernization and cloud adoption. Additional Information: 12+ years of experience in Cisco Unified Communications, Enterprise Voice, and Collaboration Operations. Extensive hands-on experience with CUCM, Microsoft Teams Calling, SBCs, Contact Center Cloud, Enterprise Voice Routing, and UC Platform Management. Experience supporting large-scale global collaboration environments and cloud migration initiatives. Preferred Certifications Cisco CCNP Collaboration / CCIE Collaboration Microsoft Teams Administrator Associate (MS-700) Cisco Webex Calling Certifications ITIL Foundation / ITIL Managing Professional Microsoft 365 Collaboration Certifications Key Competencies Enterprise Unified Communications Architecture Cisco Voice & Collaboration Operations Microsoft Teams Voice & Direct Routing Contact Center Cloud (CCaaS) Third-Party SaaS Integrations Platform Governance & Supplier Management Incident & Problem Management License & Capacity Management Enterprise Voice Modernization Hybrid Cloud Collaboration 15 years full time education About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.