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Description
Job Title : Executive NOC Engineer / NOC Engineer / Senior NOC Engineer Job Overview We are looking for a highly skilled and experienced NOC Engineer to join our Voice NOC & Technical Assistance Centre team. The successful candidate will be responsible for providing end-to-end technical support for a leading US-based telecom client, specializing in Voice Operations , including Hosted PBX, SIP Trunking, PRI, Toll-Free Services, and more. This role requires strong knowledge of telecom voice protocols , network monitoring , vendor coordination , and incident resolution within SLA constraints. Key Responsibilities Provide Tier 1 to Tier 3 support for telecom voice services including Hosted PBX , Local Phone Services , SIP Trunking , PRI , Toll-Free , Audio Conferencing , and Long Distance . Handle full lifecycle of incidents: ticket creation, troubleshooting, resolution , and communication with clients and vendors . Perform proactive alarm monitoring and troubleshooting of core network components: Routers, Switches, Media Gateways, Soft Switches, SBCs , etc. Utilize and analyze SIP/SS7 traces and ladder diagrams using tools like Empirix or similar. Conduct fraud analysis and call quality troubleshooting : ASR, ACD, PDD, One-way audio, Dead air, DTMF/RTDTMF issues, Codec mismatch, etc. Support and maintain Dialogic NGN , Sansay , Acme/Oracle SBCs , Cisco ONS , and associated transport equipment ( T1/T3 circuits ). Interact with vendors and carriers for circuit testing, escalations, and issue resolution. Perform route changes, test calls , and manage customer experience by resolving call routing and service issues . Support Avaya Aura , Cisco CUCM/Call Manager Express , and associated unified communications platforms. Maintain communication and escalate appropriately while adhering to SLA commitments . Provide support for Calling Card and Toll-Free issues , and ensure VoIP phone features work as expected (Answering rules, On Hold, MoH, etc.). Required Skills & Qualifications Experience in Voice NOC / Telecom Operations (preferably serving US-based commercial telecom customers). Strong knowledge of telecom voice protocols : SIP, SS7, RTP . Hands-on experience with: Cisco Unified Communications Manager (CUCM) Cisco Call Manager Express (CME) Avaya Aura Contact Center Sansay & Dialogic NGN Oracle SBCs Proficiency in analyzing SIP/SS7 traces , CDRs, raw switch logs. Understanding of PBX systems , VoIP phones , and related telephony features. Familiar with Empirix or similar call trace analysis tools. Knowledge of network alarm monitoring , troubleshooting of transport and switching infrastructure . Understanding of E1/T1 , TDM circuits , and routing protocols Show more Show less
