Job Description

The Opportunity:

Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.

Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

We are looking for a Voic e support Engineer to join the Global Voice Services Team, based in Hyderabad. This role will be part of the Voice Support Team, mainly supporting the APAC region, while also having exposure and visibility to EMEA and Americas.

The Voice Engineer will support and operate cloud and on-prem voice platforms, with a strong focus on Genesys Cloud Contact Center, Cisco voice infrastructure, and Microsoft Teams Calling using Direct Routing.

The role requires both strong technical skills and the ability to work in a global, international environment, supporting multiple teams and internal customers.

What will you do in this role:

· Provide L2/L3 level support for Voice and Contact Center services across APAC, with collaboration across global regions

· Operate and support Genesys Cloud CX, including:

o Voice routing and call flows

o Queues, IVRs, announcements, callbacks

o SIP trunks, number management, and integrations

· Support Cisco voice environments, including:

o Cisco Call Manager (CUCM)

o Cisco CUBE and voice gateways

o SIP, dial plans, route patterns, translation rules

· Support Microsoft Teams Phone, including:

o Direct Routing integration

o SBC connectivity and call routing.

o Teams admin Center for Calling and meeting voice-related request or issues.

o Auto attendants, Call queues.

· Troubleshoot and resolve voice quality, signaling, and routing issues (RTP, SIP, codec, latency, packet loss)

· Work with network, security, and cloud teams to resolve cross-technology issues

· Participate in projects and transitions, including:

o Migration from legacy platforms to Genesys Cloud and Microsoft Teams

o New site onboarding and regional rollouts in APAC

o POCs and integrations.

· Create and maintain technical documentation, diagrams, and support procedures

· Support incident, problem, and change management processes

· Collaborate with vendors and service providers when needed

What should you have :

(Technical Skills & Experience)

Voice & Contact Center Technologies

· Hands-on experience with Genesys Cloud CX (support or operations level)

· Strong experience in Cisco voice environments, including:

o Cisco CUCM

o Cisco CUBE / voice gateways

o SIP trunks and PSTN connectivity

· Experience with Microsoft Teams Phone, including:

o Direct Routing architecture

o Integration with SBCs

o Calling and meeting voice troubleshooting

o Auto attendants, call queues.

Voice Protocols & Core Knowledge

· Good understanding of:

o SIP, RTP, SRTP

o Codecs (G.711, G.729, Opus, etc.)

o Voice quality troubleshooting

· Experience working with:

o SBCs

o Number plans and dial plans

o Call routing and failover scenarios

Cloud & Enterprise Environment

· Experience supporting enterprise-scale voice platforms

· Basic understanding of cloud concepts (AWS/Azure exposure is a plus)

· Familiarity with ITSM tools (ServiceNow preferred)

· Experience working in 24x7 or follow-the-sun support models is a plus

Soft Skills

· Ability to work in a global, international team across APAC, EMEA, and Americas

· Clear and professional communication skills with technical and non-technical stakeholders

· Strong problem-solving and troubleshooting mindset

· Comfortable working with multiple teams and internal customers

· Ability to handle incidents, escalations, and priorities in a structured way

· Willingness to learn new technologies and grow in cloud contact center and collaboration platforms

· Good documentation habits and attention to detail

· Ability to support projects, not only day-to-day operations

Optional (Nice to have):

· Genesys Cloud or Cisco voice certifications

· Microsoft Teams Phone / Direct Routing experience in production

· Previous experience supporting APAC region or global environments.

Who we are:

We are in the United state Rahway, New Jersey, USA in the United States and Canada everywhere else. For more than a century, we have been inventing for lives, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for:

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

#HYDIT2025

Required Skills:

Availability Management, Availability Management, Capacity Management, Change Controls, Change Management, Cisco Unified Customer Voice Portal (CVP), Configuration Management (CM), Contact Center Operations, Design Applications, Incident Handling, Incident Management, Information Technology (IT) Infrastructure, Infrastructure Engineering, Internal Customers, IT Service Management (ITSM), Learning New Technologies, Microsoft Teams, Packet Error Rate (PER), Problem Solving, Software Configurations, Software Development, Software Development Life Cycle (SDLC), Solution Architecture, System Administration, System Designs {+ 1 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

05/25/2026

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