Job
Description
Role Overview: You will be joining our Voice NOC & Technical Assistance Centre team as an Executive NOC Engineer. Your main responsibility will be to provide end-to-end technical support for a leading US-based telecom client, specializing in Voice Operations. This includes services such as Hosted PBX, SIP Trunking, PRI, Toll-Free Services, and more. Your role will require a strong understanding 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 the full lifecycle of incidents: ticket creation, troubleshooting, resolution, and communication with clients and vendors. - Perform proactive alarm monitoring and troubleshooting of core network components such as 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 including 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 like 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.). Qualifications Required: - Experience in Voice NOC / Telecom Operations, preferably serving US-based commercial telecom customers. - Strong knowledge of telecom voice protocols such as 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, and raw switch logs. - Understanding of PBX systems, VoIP phones, and related telephony features. - Familiarity with Empirix or similar call trace analysis tools. - Knowledge of network alarm monitoring, troubleshooting of transport and switching infrastructure, and understanding of E1/T1, TDM circuits, and routing protocols. Role Overview: You will be joining our Voice NOC & Technical Assistance Centre team as an Executive NOC Engineer. Your main responsibility will be to provide end-to-end technical support for a leading US-based telecom client, specializing in Voice Operations. This includes services such as Hosted PBX, SIP Trunking, PRI, Toll-Free Services, and more. Your role will require a strong understanding 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 the full lifecycle of incidents: ticket creation, troubleshooting, resolution, and communication with clients and vendors. - Perform proactive alarm monitoring and troubleshooting of core network components such as 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 including 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 like 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.). Qualifications Required: - Experience in Voice NOC / Telecom Operations, preferably serving US-based commercial telecom customers. - Strong knowledge of telecom voice protocols such as 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, and raw
