IP Voice UC Lead Consultant

We’re looking for a Lead Consultant – IP Voice & Unified Communications Operations to join our team. The role involves handling complex incidents, performing root cause analysis, managing end-to-end voice service lifecycle, and working closely with carriers, vendors, and internal stakeholders to ensure high availability of voice services for enterprise customers.

Requirements

• Lead the team, observe SLA and KPIs
• Lead and resolve complete production-down situations within SLA
• Manage Inbound voice services: hunt groups, auto-attendants, time-based routing, overflow, IVR call flow design
• Drive IP Voice Activation: end-to-end provisioning and commissioning of SIP trunks, BroadWorks services and Teams Direct Routing
• Lead IP Voice Assurance: fault diagnosis, proactive monitoring, SLA compliance, CDR analysis, and SIP trace investigation
• Microsoft Teams Phone: configure and troubleshoot Direct Routing, Teams-certified SBCs (AudioCodes, Ribbon), voice routing policies, emergency calling (E911/E000), and Teams calling plans
• Broadsoft: enterprise, group and user-level administration; feature provisioning (CFU, CFB, Hunt Groups, Auto Attendants); XSP log analysis; OCI API operations
• SIP protocol: troubleshoot SIP signaling, registration failures, call routing issues, codec negotiation, DTMF, and SBC interop
• Perform root cause analysis (RCA) and implement permanent fixes
• Work closely with carriers (Telstra, NBN Co), Microsoft, and Cisco BroadWorks support teams to resolve critical issues
• Support production incidents including participation in on-call/after-hours support as required
• Assist with platform upgrades, dial plan changes, configuration changes, and new feature enablement
• Review SIP traces, XSP logs, CDRs, Wireshark packet captures, and Splunk logs to diagnose issues
• Provide guidance and mentoring to L1/L2 support teams
• Ensure adherence to SLA, ITIL, and incident/problem/change management processes
• Take ownership of the Change Management process including creation, first-level approval, and review of Change Management Plans
• Document changes, call flows, dial plans, SBC configurations, and operational procedures
• Create and maintain technical documentation, SOPs, and knowledge base articles
• Provide KT (Knowledge Transfer) to team members and prepare KB articles

Benefits

• Income Protection Insurance
• Paid Parental Leave and Volunteer Leave
• Employee Assistance Program (EAP)
• Flexible working arrangements
• Health Insurance Discount
• Fitness/Gym Memberships
• Salary packaging and novated leasing