Track Manager; Support & Operations
Job in
Jersey City, Hudson County, New Jersey, 07390, USA
Listed on 2026-09-27
Listing for:
HCL Technologies Limited
Full Time
position Listed on 2026-09-27
Job specializations:
-
Engineering
Telecoms Engineering, Systems Engineer, Technical Support
Job Description & How to Apply Below
- Implementation of UC solutions including Cisco, MS Teams Voice, Avaya and Aspect.
- Provide hardware / software / network problem diagnosis / resolution via telephone/ email/ chat for customer’s end users.
- Administer, troubleshoot, and manage Voice infrastructure.
- Co-ordination with Customer Stakeholders, OEMs, 3rd party Vendors, Telecom Service Providers as and when required.
- PRINCIPAL ACCOUNTABILITIES
- Project implementations, testing, troubleshooting and documentation.
- Prepare HLD, LLD for Voice solutions including Cisco, MS Teams, Avaya and Aspect.
- Configuration and troubleshooting of Cisco CUCM, CUC and voice gateways/ CUBE and SBC, Avaya Aura CM, Aura Messaging, Aspect and MS Teams Voice.
- Troubleshooting of call drops, quality issues and other incidents.
- KEY TECHNOLOGIES
- CUCM & Unity connection 14.X and later versions
- SIP, MGCP and H.323 gateways.
- CUBE/SBC
- Basic Call routing and dial plan management
- Microsoft Teams Voice, Direct Routing, Operator Connect
- Voice Devices
- Avaya, ASPECT - KNOWLEDGE, SKILLS & EXPERIENCE
- 5-10 Years experience in the domain with hands on knowledge of Cisco, Avaya, MS Teams, Aspect etc.
- Basic understanding of Avaya, Cisco, Aspect and MS Teams voice systems.
- Must be able to add IP phones, call flow, skillset, routing etc.
- Upgrade, Migrations of Voice systems
- Good understanding of Unity Connection Voice mail services.
- Good understanding of VoIP, MGCP, H.323 and SIP services.
- Open for 24x7 availability
- Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.
- Expert level experience in handling Cisco IP telephony Network Infrastructure.
- independently resolve tickets within SLA
- Adheres to standard operating procedures / work instructions
- Follow the escalation process
- Follow the shift hand-over process
- Update the knowledge base
- Technically upgrade across versions of environment when required
- Ticket Monitoring
- On - call support
- Opening Bridge Call
- IP Telephony protocols like SIP, H323, MGCP and different Codecs and so on.
- Cisco Call Manager (CUCM), Cisco Unity Connection, UCCE, Cisco Expressway C & E
- Mobile and remote access (MRA) with Cisco Expressway, Single number reach (SNR).
- Voice Gateways / CUBE, SBC and related products.
- CUCM integration with CISCO Unity Connections and troubleshooting.
- CUCM integration with LDAP and troubleshooting
- Configuring CUBE/ Voice gateways/ SBC/ Voice functionality and troubleshooting.
- Configuring analog gateways and troubleshooting.
- Configuring translation pattern, route pattern and troubleshooting
- Configuring call handler and distribution list in unity connection.
- Configuring IP phone and Webex clients and troubleshooting
- Configuring voice mail for the users.
- Configuring speed dial and abbreviated dialling.
- Troubleshooting call routing, DTMF issues and so on.
- DIMENSIONS
- Ability to understand customer’s requirements.
- Technical Certification:
Avaya, Cisco, Aspect and MS Teams with at least 3 to 5 years of experience. - COMPETENCIES
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
- Ability to work under pressure
- Flexibility
- Problem solving
- Balance and progress parallel activities
- PURPOSE OF THE JOB:
- Implementation of UC solutions including Cisco, MS Teams Voice, Avaya and Aspect.
- Provide hardware / software / network problem diagnosis / resolution via telephone/ email/ chat for customer’s end users.
- Administer, troubleshoot, and manage Voice infrastructure.
- Co-ordination with Customer Stakeholders, OEMs, 3rd party Vendors, Telecom Service Providers as and when required.
- PRINCIPAL ACCOUNTABILITIES
- Project implementations, testing, troubleshooting and documentation.
- Prepare HLD, LLD for Voice solutions including Cisco, MS Teams, Avaya and Aspect.
- Configuration and troubleshooting of Cisco CUCM, CUC and voice gateways/ CUBE and SBC, Avaya Aura CM, Aura Messaging, Aspect and MS Teams Voice.
- Troubleshooting of call drops, quality issues and other incidents.
- KEY TECHNOLOGIES
- CUCM & Unity connection 14.X and later versions
- SIP, MGCP and H.323 gateways.
- CUBE/SBC
- Basic Call routing and dial plan management
- Microsoft Teams Voice, Direct Routing, Operator Connect
- Voice Devices
- Avaya, ASPECT - KNOWLEDGE, SKILLS & EXPERIENCE
- 5-10 Years experience in the domain with hands on knowledge of Cisco, Avaya, MS Teams, Aspect etc.
- Basic understanding of Avaya, Cisco, Aspect and MS Teams voice systems.
- Must be able to add IP phones, call flow, skillset, routing etc.
- Upgrade, Migrations of Voice systems
- Good understanding of Unity Connection Voice mail services.
- Good…
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