Job Description

Overview:

Job Title: Engineer II - Voice Infrastructure

J.C. Penney Service India,

Bangalore, India

JCPenney is one of the nation's largest apparel and home furnishing retailers with close to 650 stores and jcp.com. We are a diverse community of people, all working together to bring sensational style, sensible prices and the best service possible to our customers. We're looking for talented individuals who want to work in an energetic, respectful, collaborative environment. With a wide array of jobs, internships, training and more, there are countless opportunities for you to grow your career with us.



Engineer II - IT Infrastructure Engineering will report to Senior Manager - IT Infrastructure Engineering and will be part of the team that is responsible for the design, implementation, and support of enterprise voice technologies. This includes Genesys Cloud CX, Cisco UC Suite (CUCM, CUC, CUBE), and Microsoft Teams Calling. The role involves full lifecycle management of voice solutions, including architecture, documentation, deployment, and third-level support.

Critical Primary Responsibilities:

Design, implement, and support enterprise voice solutions using Genesys Cloud CX, Cisco UC Suite, and Microsoft Teams Calling. Troubleshoot and resolve complex voice-related issues across platforms. Maintain system software, perform upgrades, and apply patches. Collaborate with cross-functional teams to integrate voice solutions with business applications. Provide knowledge transfer and mentorship to Level 2 support teams. Ensure high availability and disaster recovery for voice systems. Document architecture, configurations, and operational procedures.

Critical Skills & Experiences:

Genesys Cloud CX: Experience in designing and supporting Genesys CX CCaaS platforms, including IVR flows, call routing, and reporting. Cisco UC Suite: 4-6 years of experience with Cisco Unified Communications Manager (CUCM), Unity Connection and Cisco SBC Microsoft Teams Calling: Experience in configuring and managing Teams Phone System, Direct Routing, and integration with SBCs. Strong understanding of SIP, RTP, QoS, and VoIP protocols. Experience with voice gateways, routers, and SIP trunking. Good knowledge of routing and switching in Cisco environments. Experience with LAN/WAN circuits: PRI, SIP, MPLS, T3, FXO, FXS. Knowledge of protocols: SIP, MGCP, H.323, SCCP

Pay Range: INR ?0.00 - INR ?0.00 /Yr.