Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Microsoft Teams Infrastructure
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Support Engineer, a typical day involves acting as a software detective by actively monitoring and diagnosing issues across various components of essential business systems. This role requires a proactive approach to identifying problems, analyzing system behaviors, and ensuring smooth operation of critical applications. The engineer collaborates with different teams to maintain system stability and swiftly resolve incidents, contributing to uninterrupted business processes and enhanced user experience.

Key Responsibilities

- Design and implement Microsoft Teams Voice, Direct Routing and Enterprise Voice solutions for small, medium, and enterprise customers.
- Lead architecture and solution design discussions for Teams Calling, PSTN integration, VoIP, and telephony services.
- Plan and execute migrations to Microsoft Teams, including Enterprise Voice workloads.
- Develop High-Level Designs (HLD), Low-Level Designs (LLD), Technical Proposals and Statements of Work (SOW).
- Provide technical leadership during solution deployment, transition, and transformation projects.
- Work with telecom providers, network teams, and business stakeholders to ensure seamless voice integration and service delivery.
- Strong knowledge in troubleshooting with tools like Wireshark and Syslog Viewer.
- Experience in number porting support with various telecom service providers.
- Knowledge of AudioCodes gateways and SBCs.
- Knowledge of Microsoft Direct Routing.
- Expertise in Session Initiation Protocol, PSTN connectivity, VoIP, and contact centre solutions.
- Experience in troubleshooting and supporting AudioCodes SBC, Microsoft Teams, and Polycom.
- Resolution ownership of technical challenges occurring during or after implementation.


Technical Experience

- Strong experience managing Microsoft 365 and Microsoft Teams environments.
- Expertise in:
- Microsoft Teams Phone System
- Direct Routing
- Operator Connect
- Enterprise Voice
- VoIP and telephony solutions
- Deep understanding of Teams service architecture, performance optimisation, and troubleshooting.
- Experience with Call Quality Dashboard (CQD), Call Analytics, and reporting.
- Must have excellent technical troubleshooting and PowerShell scripting skills.
- Support hybrid environments and cloud enterprise solutions with Direct Routing planning, AudioCodes, SBC, and SIP trunking.
- Hands-on experience deploying hybrid and cloud-based Enterprise Voice solutions.
- Experience planning, designing, and deploying:
- AudioCodes SBC
- Ribbon (Sonus) SBC
- SIP trunks
- PSTN connectivity
- Good understanding of networking concepts including DNS, SIP, TLS, QoS, WAN/LAN, firewalls, NAT, and ExpressRoute.
- This aligns with related SBC and Direct Routing deployment guidance found in internal configuration and training materials.

Professional Attributes
- Must have knowledge of Active Directory and Azure AD Connect.
- Strong stakeholder management and client-facing consulting skills.
- Excellent communication and presentation skills.
- Ability to independently lead workshops, assessments, and solution design sessions.
- Strong analytical and troubleshooting capabilities.
- Experience leading technical teams and mentoring junior engineers.
- Excellent communication.
- Presentation skills.
- Flexible to work in shifts.
Preferred Certifications
- Microsoft Certified: Teams Voice Engineer Expert (MS-721)
- Microsoft 365 Certified Administrator
- AudioCodes SBC Certifications
- ITIL Foundation
Experience
- 8+ years in Unified Communications & Collaboration (UCC), Microsoft Teams, Enterprise Voice, and Telephony.
- 3+ years in solution architecture or technical lead roles.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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