Network Voice Support Engineer
- Cognizant
- 4 - 9 years
- Bengaluru
- 7 days ago
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Job Description
CISCO Five9
Network Voice Support Engineer Job Description
Job Summary: We are seeking a skilled and experienced Network Voice Support Engineer to manage and support our voice infrastructure, including Five9, Cisco, Avaya, and Microsoft Teams. This role will focus on the configuration, maintenance, and optimization of voice systems, contact center operations, and telephony integrations. The ideal candidate will have hands-on experience with voice gateways, SBCs, certificate management, and complex call flow designs.
RESPONSIBILITIES:
- Create and manage Five9 accounts for inbound and outbound calling, including agent setup and campaign assignments.
- Design and modify call flows, IVRs, and routing logic within Five9.
- Create new campaigns and configure WFO (Workforce Optimization) accounts within the Five9 platform.
- Perform troubleshooting of call quality and routing issues across Five9, Cisco, Avaya, and Microsoft Teams platforms.
- Renew and manage SSL/TLS certificates for voice systems and SBCs to ensure secure communication.
- Perform vulnerability remediation across voice servers and infrastructure.
- Support decommissioning activities for PBX systems, voice gateways, and legacy voice servers.
- Lead and assist in migration of contact center platforms from Avaya/Cisco to Microsoft Teams and Five9.
- Handle number porting processes including coordination with carriers and internal stakeholders.
- Manage Five9 and Teams license provisioning, deprovisioning, and user management.
- Create and manage Avaya VDNs, vectors, and call routing logic.
- Upgrade AudioCodes SBCs and voice servers, ensuring minimal service disruption.
- Reboot and maintain voice gateways and coordinate scheduled maintenance windows.
- Integrate SBCs with Microsoft Teams via Direct Routing; manage trunk configuration and manipulation (header, number formatting, etc.).
- Work collaboratively with cross-functional IT, security, and operations teams to ensure voice infrastructure reliability and performance.
Required Skills & Qualifications:
Bachelors degree in Information Technology, Telecommunications, or related field.
5+ years of experience in voice/network support or a similar role.
Hands-on experience with Five9, Cisco CUCM, Avaya Communication Manager, AudioCodes SBCs, and Microsoft Teams Direct Routing.
Strong understanding of VoIP protocols (SIP, RTP), SBC configurations, and SIP trunking.
Experience with VDN/vector design in Avaya and call flow troubleshooting.
Familiarity with number porting processes, telecom regulations, and carrier coordination.
Experience with SSL/TLS certificate lifecycle management.
Basic understanding of vulnerability management and remediation in voice environments.
Ability to manage and maintain documentation and configuration records.
Preferred Certifications (Nice to Have):
Cisco CCNA Collaboration / CCNP Collaboration
Avaya Certified Support Specialist
Five9 Certified Administrator
Microsoft Teams Voice Engineer Associate
AudioCodes Certified SBC Specialist
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Bengaluru
Keyskills: Cisco Voice Five9 Avaya
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