IP Voice UC Assurance Engineer (L2/L3)

About the role

Infosys is seeking a Systems Engineer to provide L2/L3 technical support for IP Voice and Unified Communications (UC) platforms in Melbourne. The role focuses on ensuring high‑availability voice services, troubleshooting complex issues, and supporting Microsoft Teams Direct Routing and Broadsoft environments.

Key responsibilities

• Deliver L2/L3 support for inbound voice services, including hunt groups, auto‑attendants, and IVR call flows.
• Assist in provisioning and commissioning SIP trunks, BroadWorks services, and Microsoft Teams Direct Routing.
• Perform fault diagnosis, SLA monitoring, CDR analysis, and SIP trace investigations.
• Configure and troubleshoot Direct Routing, SBC settings, voice routing policies, and Teams calling plans.
• Administer Broadsoft groups and users, handle feature provisioning, XSP log analysis, and CDR7 queries.
• Diagnose SIP registration failures, call routing problems, codec mismatches, DTMF relay issues, and SBC interoperability.
• Contribute to root‑cause analysis and support continuous improvement initiatives.

Required profile

• Strong background in IP Voice and UC technologies.
• Experience delivering L2/L3 support in a telecom environment.
• Ability to analyse logs, traces, and performance data to resolve issues.
• Excellent problem‑solving skills and attention to detail.

Required skills

• SIP
• BroadWorks
• Microsoft Teams Direct Routing
• Session Border Controller (SBC) configuration
• Voice routing policies
• Teams calling plans
• Broadsoft administration
• XSP log analysis
• CDR analysis
• SIP trace investigation

What we offer

• Flexible hybrid working arrangements.
• Opportunity to work with cutting‑edge voice and UC technologies.
• Career growth within a global digital services leader.