Track Manager - MS Teams, Microsoft Teams Voice, Sharepoint Online

HCL Technologies Limited is seeking a Track Manager to oversee MS Teams, Microsoft Teams Voice, and SharePoint Online. This is a full-time, onsite role based in GB, with the company looking for someone who can keep voice and collaboration platforms running smoothly on both cloud and on‑premises UC environments. If you like solving complex SIP signaling and media issues and enjoy working across multi-vendor ecosystems, this could be a good fit. The role sits in a track that handles advanced voice and contact center platforms, and you’ll be the go-to expert for L3 support. Expect to troubleshoot SIP call flows, signaling and media problems, and to analyze logs, traces, and packet captures (Wireshark). You’ll diagnose root causes and implement fixes for recurring issues, keeping cloud and on‑prem environments aligned for reliable communications. A little more about the work environment: you’ll engage with a mix of technologies and services, spanning cloud contact center solutions and Teams-based telephony. The emphasis is on keeping voice paths clear and stable, supporting a range of devices and endpoints, and ensuring interoperability across systems.

A day in the track: keeping voice and rooms in harmony

In Amazon Connect (CCaaS), you’ll engage with contact flow design, routing profiles, queue configuration, reporting, and integrations with AWS services. On the Microsoft Teams Voice side, expect to work with Direct Routing, dial plans, voice routing policies, PSTN connectivity, and how calls are handled across the organization. You’ll also be involved with Microsoft Teams Rooms (MTR), including deployment, configuration, device management, and troubleshooting of meeting room setups. AudioCodes SBC plays a part as you configure trunks, manage interoperability with Teams and providers, and maintain high availability. A deep understanding of SIP messaging, call flows, headers, and SDP will help you troubleshoot using logs and traces, while RTP/SRTP and media flow analysis will guide you in codec negotiation and voice quality improvements. When VoIP issues arise, you’ll tackle latency, jitter, packet loss, echo, and QoS concerns, guided by solid networking fundamentals such as TCP/IP, DNS, NAT, firewall rules, port requirements, and traffic flow.

What you need to bring to the table

Must-have requirements

• Hands-on experience with AWS services, including Lambda and CloudWatch
• PowerShell scripting skills and command‑line know‑how
• Background working with other SBCs, such as Ribbon and Oracle
• Relevant certifications in AWS and Microsoft Teams Voice
• Familiarity with management portals like the Pro management portal and the Teams admin Center

Nice-to-have requirements

• Knowledge of Direct Routing, dial plans, voice routing policies, and PSTN connectivity within Teams Voice
• Hands-on exposure to Amazon Connect CCaaS and its contact flow design
• Experience deploying and managing Microsoft Teams Rooms solutions
• Additional SBC experience or interoperability work with multiple providers

Pay, benefits and practical details

This is a full-time, onsite position located in GB. The description confirms the role’s full-time status and on-site work arrangement, but no salary, benefits, or schedule details are provided.

Tips to strengthen your application for this track

Put your must-haves up front on your resume, and make sure you name the exact AWS services you’ve used, such as Lambda and CloudWatch, near the top of your technical experience. Also call out any SBC experience with Ribbon or Oracle, and highlight certifications in AWS and Microsoft Teams Voice. If you’ve used the Pro management portal and the Teams admin Center, mention specific tasks you completed there to show practical admin experience. When you describe your must-have skills in your experience, include a concrete example of a SIP or QoS challenge you resolved and the logs or traces you used to prove the fix. Your note should mention packet captures (Wireshark) and how you approached root-cause analysis to prevent reoccurrence. Prepare for interviews by thinking through Direct Routing scenarios, dial plans, and voice routing policies you’ve implemented, plus how you handled PSTN connectivity. Be ready to discuss a real-world Teams Rooms deployment or SBC configuration that improved reliability or uptime, and bring any relevant architecture diagrams or runbooks you’ve created. Have a smart question ready to ask at the end, such as how the team balances cloud and on-prem UC work, or how they measure voice quality improvements across multi-vendor environments, including the role of AudioCodes SBCs in daily operations. This shows you understand the breadth of the track and care about practical outcomes in a mixed environment.