Job Description

:
**Solution Design & Implementation**
- Analyze existing customer collaboration and telephony environments; architect and implement future-state Microsoft Teams Voice and AV solutions.
- Design, deploy, and maintain Teams Direct Routing, Calling Plans, Operator Connect, and integration with Session Border Controllers (SBCs).
- **Administration & Support**
- Configure, manage, and optimize Teams policies, security settings, governance, and voice-enabled features (Call Admission Control, Call Park, Media Bypass, Auto Attendant, Call Queues, etc.).
- Monitor and troubleshoot end-to-end AV and Voice services, resolving escalated and technically complex issues related to Teams meetings, PSTN connectivity, VoIP, QOS, and audio/video endpoints.
- Perform site assessments and health checks, ensuring optimal conferencing, bandwidth planning, capacity, and service quality.
- Troubleshoot Teams and Zoom meeting issues, including call quality and feature-related problems
- Use advanced diagnostic tools and Call Quality Dashboard to resolve user voice/video issues related to teams meetings.
- Recommend meeting configurations based on user requirements and document solutions
- Manage and maintain emergency 911 services and voice terminations
- Liaise with service providers for PSTN-related issues
- Monitor and manage SBC trunk utilization and certificates
- Configure and maintain Auto Attendants and Call Queues for call routing
- Generate and analyze reports from Teams Admin Center for quality and usage insights
- Maintain up-to-date documentation and educate users/ service desk.
- Coordinate voice numbering and dialing plans in compliance with global standards
- Ensure firewall and network configurations support optimal voice/video performance
- **Integration & Interoperability**
- Oversee SIP trunk integration and interoperability with third-party telephony platforms, video endpoints, Teams meeting rooms, and on-premises equipment (AudioCodes, Sonus/Gateways, downstream SBCs).
- Implement and support DR/HA (disaster recovery/high availability) setups, survivability (SBA/Survivable Branch Appliance), and voice resiliency.
- **Collaboration & Training**
- Provide technical leadership to both IT and business stakeholders, delivering end-user training and support for Teams Phone, AV conferencing, and collaboration tools.
- Generate technical documentation, case logs, and reporting for continuous service improvement and compliance.
- Collaborate closely with network, security, and telecom vendors to integrate Teams services and maintain regulatory standards.
- **Continuous Improvement**
- Stay abreast of the latest developments in Microsoft Teams, AV, and voice technologies, implementing upgrades and best practices proactively.
- Engage in capacity planning, license management, analytics, and reporting to optimize Teams Voice infrastructure.
Responsibilities:
**Solution Design & Implementation**
- Analyze existing customer collaboration and telephony environments; architect and implement future-state Microsoft Teams Voice and AV solutions.
- Design, deploy, and maintain Teams Direct Routing, Calling Plans, Operator Connect, and integration with Session Border Controllers (SBCs).
- **Administration & Support**
- Configure, manage, and optimize Teams policies, security settings, governance, and voice-enabled features (Call Admission Control, Call Park, Media Bypass, Auto Attendant, Call Queues, etc.).
- Monitor and troubleshoot end-to-end AV and Voice services, resolving escalated and technically complex issues related to Teams meetings, PSTN connectivity, VoIP, QOS, and audio/video endpoints.
- Perform site assessments and health checks, ensuring optimal conferencing, bandwidth planning, capacity, and service quality.
- Troubleshoot Teams and Zoom meeting issues, including call quality and feature-related problems
- Use advanced diagnostic tools and Call Quality Dashboard to resolve user voice/video issues related to teams meetings.
- Recommend meeting configurations based on user requirements and document solutions
- Manage and maintain emergency 911 services and voice terminations
- Liaise with service providers for PSTN-related issues
- Monitor and manage SBC trunk utilization and certificates
- Configure and maintain Auto Attendants and Call Queues for call routing
- Generate and analyze reports from Teams Admin Center for quality and usage insights
- Maintain up-to-date documentation and educate users/ service desk.
- Coordinate voice numbering and dialing plans in compliance with global standards
- Ensure firewall and network configurations support optimal voice/video performance
- **Integration & Interoperability**
- Oversee SIP trunk integration and interoperability with third-party telephony platforms, video endpoints, Teams meeting rooms, and on-premises equipment (AudioCodes, Sonus/Gateways, downstream SBCs).
- Implement and support DR/HA (disaster recovery/high availability) setups, survivability (SBA/Survivable Branch Appliance), and voice resiliency.
- **Collaboration & Training**
- Provide technical leadership to both IT and business stakeholders, delivering end-user training and support for Teams Phone, AV conferencing, and collaboration tools.
- Generate technical documentation, case logs, and reporting for continuous service improvement and compliance.
- Collaborate closely with network, security, and telecom vendors to integrate Teams services and maintain regulatory standards.
- **Continuous Improvement**
- Stay abreast of the latest developments in Microsoft Teams, AV, and voice technologies, implementing upgrades and best practices proactively.
- Engage in capacity planning, license management, analytics, and reporting to optimize Teams Voice infrastructure.
Qualifications:
Required Skills & Experience
- Microsoft Teams Admin Center
- Cisco CUCM (Call Manager)
- Cisco Expressway
- Cisco Room Series & Legacy Endpoints
- Microsoft Teams Rooms (MTRoA & MTRoW - Logitech & Cisco)
- Zoom Admin Portal & Zoom Rooms
- Webex Control Hub
- Pexip Infinity Management Server & CVI Integration
- Panopto Portal
- AudioCodes SBC
- EGW (Emergency Gateways)
- VMware vSphere / ESXi
- Windows Server & Desktop OS
- Basic SQL (for database management)
- 10 to 15 years experience in unified communications, including 5+ years with Microsoft Teams Voice and AV solutions.
- Deep hands-on expertise with Microsoft Teams, Enterprise Voice, Direct Routing, SIP trunking, SBCs, and legacy PBX migrations.
- Strong proficiency in Office 365, PowerShell scripting, Active Directory, and related Microsoft collaboration suites.
- Proven ability to troubleshoot and resolve complex audio/video, conferencing, and voice integration issues.
- Solid understanding of network protocols, QOS, bandwidth planning, and security within AV/Voice infrastructure.
- Familiarity with integration to PSTN, video rooms (meeting room devices, collaboration bars), and compliance requirements.
- Strong stakeholder management, project leadership, and communication skills.
Preferred Certifications
- **Microsoft 365 Certified: Teams Voice Engineer Expert**
- **Microsoft 365 Certified: Teams Administrator Associate**
- Other relevant Unified Communications/Telephony certifications are a plus.
Typical Employers & Work Environment
- Large enterprises, managed service providers, IT consultancies, and global delivery centers.
- Roles may involve rotating shifts to support global clients and 24/7 environments.
- Opportunities for remote work or hybrid engagement.
About Us: At Zensar, we're "experience-led everything". We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore and join us to to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

Skills Required