Unified Communications & Voice Operations Engineer - PuneVOIS

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
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We are seeking a Unified Communications & Voice Operations Engineer to provide end-to-end 2nd line operational support for Cisco Unified Communications and Voice over IP (VoIP) services within a Hosted Collaboration Solution environment for global enterprise customers. The role focuses on incident resolution, service availability, technical change implementation, root cause analysis, customer support, and operational excellence. The successful candidate will also contribute to network transformation initiatives by identifying automation opportunities, supporting deployments, testing solutions, and improving operational efficiency.

• Provide end-to-end 2nd line technical support for Unified Communications services and associated data centre infrastructure.
• Diagnose, troubleshoot, and resolve technical incidents within agreed service level agreements.
• Perform root cause analysis and implement corrective actions to minimise service disruption.
• Support Cisco Unified Communications and VoIP platforms for global enterprise customers.
• Manage and coordinate vendor support activities where required.
• Participate in customer-facing technical discussions and conference calls to resolve service issues.
• Assess, plan, and implement change requests while maintaining service stability.
• Onboard new customers into the production environment through configuration, testing, and inventory updates.
• Generate and analyse signalling, traffic, and utilisation reports to improve service KPIs.
• Support installation, configuration, and service ramp-up activities across network platforms.
• Maintain, update, and enhance technical documentation, knowledge repositories, and inventory databases.
• Identify operational automation opportunities and collaborate with development teams to design, test, and deploy automation solutions.
• Contribute to maintaining platform availability targets and service reliability standards.

• Experience supporting Cisco Unified Communications and Voice over IP (VoIP) environments.
• Strong understanding of incident management, problem management, and change management processes.
• Knowledge of data centre infrastructure and network operations.
• Advanced knowledge of Nexus technologies, firewalls, routing protocols, PowerShell, cloud computing, and networking concepts.
• Ability to perform troubleshooting and root cause analysis across complex communication platforms.
• Experience working with customers, vendors, and cross-functional technical teams.
• Strong analytical, communication, and documentation skills.
• Ability to work effectively in a dynamic operational environment with rotating shifts, including nights, weekends, and on-call support where required.
• Commitment to service excellence, compliance, security, health, safety, and wellbeing standards.

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

• Opportunity to work with global enterprise customers and advanced Unified Communications platforms.
• Exposure to large-scale Cisco collaboration and VoIP environments.
• Involvement in network transformation and automation programmes.
• Opportunity to contribute directly to service reliability, customer experience, and operational improvement initiatives.
• Clear development pathway towards becoming a Subject Matter Expert (SME).
• Experience working with international teams across a global technology organisation.

• Advanced Cisco Unified Communications operations and support.
• Voice over IP troubleshooting and service optimisation techniques.
• Network automation concepts and operational efficiency practices.
• PowerShell-based operational automation capabilities.
• Change implementation and service transition management.
• Service performance analysis using signalling and traffic reporting.
• Vendor management and customer engagement skills.
• Cloud and next-generation network operations expertise.

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background. 

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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