Infrastructure and End User Technology Operate Support - Voice

Deloitte Deloitte · Consulting

This role involves administering and supporting enterprise voice systems, including VoIP, SIP, call routing, contact centers, and unified communications platforms. Responsibilities include managing configurations, troubleshooting telephony services, monitoring system performance, supporting voice migrations and upgrades, and coordinating with vendors and internal teams. The role also requires maintaining documentation, performing root cause analysis, supporting number management and call routing features, and ensuring compliance with operational standards and security requirements. Collaboration with infrastructure, network, security, and service desk teams is essential, along with participation in on-call support. Experience with specific platforms like Cisco, Avaya, Microsoft Teams Phone, Zoom Phone, Genesys, and NICE is required, as is familiarity with network fundamentals relevant to voice traffic and ITIL certification or service management experience. The role is within Deloitte's AI & Engineering group, focusing on Hybrid Cloud Infrastructure, but the specific responsibilities are for voice/telecom operations, not AI/ML development.

What you'd actually do

  1. Administer and support enterprise voice systems, such as VoIP, SIP, call routing, contact center, and unified communications platforms
  2. Manage configuration changes, moves/adds/changes, and troubleshooting for telephony services
  3. Monitor system performance, availability, and service quality; identify and resolve incidents and recurring issues
  4. Support voice migrations, upgrades, and modernization initiatives
  5. Coordinate with telecom carriers, vendors, and internal support teams to resolve service issues

Skills

Required

  • Ability to work independently and collaborate as part of a team
  • Effective written and verbal communication skills
  • Meticulous attention to detail and quality of work product
  • Ability to build and sustain professional relationships
  • Ability to lead projects or workstreams
  • Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
  • Strong interpersonal skills and professional demeanor
  • Ability to meet deadlines
  • Ability to provide clear guidance to others
  • 3+ years of experience in voice/telecom administration or unified communications support
  • Hands-on experience with enterprise voice platforms and telephony troubleshooting
  • Knowledge of SIP, VoIP, call flows, PBX systems, and telecom carrier operations
  • Experience with incident management, change management, and problem management processes
  • Strong documentation and communication skills
  • Ability to work across technical and business stakeholder groups
  • 3+ years of relevant experience in network administration and enterprise network support
  • Have industry certifications on Voice Skills
  • 3+ years of strong analytical, troubleshooting, and communication skills.
  • 3+ years of experience working in 24x7 production support / enterprise infrastructure support environments are preferred
  • Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience

Nice to have

  • ITIL certification or service management experience
  • Experience in large, complex enterprise environments

What the JD emphasized

  • 3+ years of experience in voice/telecom administration or unified communications support
  • Hands-on experience with enterprise voice platforms and telephony troubleshooting
  • Knowledge of SIP, VoIP, call flows, PBX systems, and telecom carrier operations
  • Experience with incident management, change management, and problem management processes
  • 3+ years of relevant experience in network administration and enterprise network support
  • Have industry certifications on Voice Skills
  • 3+ years of strong analytical, troubleshooting, and communication skills.
  • 3+ years of experience working in 24x7 production support / enterprise infrastructure support environments are preferred