MS – IT Infra/Cloud – Senior Associate(Sr.Analyst) – Sr. Telecom/Voice Admin #4 – operate Full Time NEW

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm’s code of conduct, and independence requirements.

Additional Responsibilities

Job Description – Telecom & Voice Support (Associate)

Telecom & Voice Support Associate is responsible for day-to-day operations, monitoring, and maintenance of enterprise telephony and voice infrastructure. The role ensures availability, performance, and reliability of VoIP, SIP, PBX, and unified communication systems while supporting incident resolution and service requests.

Minimum Degree Required

Bachelors

Degree Preferred

Bachelors in Computer Science, IT, Engineering or related field

Minimum Years Of Experience

2 – 4 year(s)

Certifications Required

• Cisco CCNA Collaboration or equivalent;
• CompTIA Network+;
• ITIL v4 Foundation;

Certifications Preferred

• Microsoft Teams Voice certification;
• Avaya / Genesys certifications;

Required / Mandatory Knowledge/Skills

Support day-to-day operations of telecom and voice systems including VoIP, SIP, and PBX platforms;

Monitor voice infrastructure performance including call quality, latency, jitter, and packet loss;

Assist in configuration and maintenance of telephony systems such as Cisco CUCM, Unity, Teams Voice, Avaya;

Support SIP trunking, PRI circuits, and telecom carrier connectivity;

Assist in managing dial plans, call routing, hunt groups, and voicemail systems;

Support contact center operations including IVR flows and basic call routing configurations;

Troubleshoot basic voice and telecom incidents and escalate complex issues;

Assist in QoS implementation and voice traffic prioritization;

Maintain telecom inventory including phone numbers, circuits, and endpoints;

Perform routine checks, patching, and updates for voice platforms;

Maintain documentation including call flows, configurations, and SOPs;

Collaborate with network and infrastructure teams for issue resolution;

Support incident, problem, and change management processes;

Provide support to end users for telephony-related issues;

Required Qualifications

Bachelor’s degree in Computer Science, IT, Engineering or equivalent experience;

2+ years of experience supporting telecom and voice environments;

Basic understanding of VoIP, SIP, PBX, and unified communications;

Familiarity with telecom vendors and platforms (Cisco, Avaya, Microsoft Teams);

Understanding of networking fundamentals (TCP/IP, QoS, VLANs);

Experience with monitoring and ticketing tools;

Strong troubleshooting and communication skills;

Ability to work in a team-oriented, 24×7 support environment;

Preferred Knowledge/Skills

Demonstrates basic understanding of voice and unified communications platforms;

Demonstrates ability to troubleshoot telecom issues effectively;

Demonstrates strong communication and documentation skills;

Demonstrates ability to work collaboratively with cross-functional teams;