Network Voice Lead - Tier III Support Services

Responsibilities:

• Expert level hands-on experiencewith enterprise voice network infrastructure, including Cisco Unified Communication platforms, Call Manager, Unity, and Contact Center solutions.
• Expert knowledgein voice protocols such as SIP, H.323, SCCP, MGCP, and troubleshooting related issues.
• Hands-on experiencewith voice gateways, session border controllers, and integration with PSTN and SIP trunk providers.
• Proficientin configuring and managing VoIP solutions and troubleshooting call quality issues, including jitter, latency, and packet loss.
• Expert knowledgein voice network routing, dial plans, and number translations.
• Experiencewith collaboration tools such as Cisco Webex, Microsoft Teams, and Zoom, including integration with voice systems.
• Hands-on troubleshooting experiencewith voice hardware platforms and architectures, including Cisco Voice Gateways, IP Phones, and conferencing systems.
• Proficientin managing voicemail systems and integration with email platforms (e.g., Unified Messaging).
• Experiencein monitoring and managing voice network performance using tools such as SolarWinds, Wireshark, or similar platforms.
• Expert knowledgein QoS implementation and troubleshooting for voice traffic.
• Experienceworking with Service Provider Teams for faults with SIP trunks, PRI circuits, and voice carrier issues.
• Experienceworking with partner support teams, including the TAC support teams of principal vendors like Cisco, Avaya, etc.
• Serve as atechnical escalation pointfor L2 and L1-level NOC, such as Tier I and Tier II.
• Handlehigh to critical incidentsor customer requests and tasks related to voice network issues.
• Executemedium to high complexity projectsand changes in the voice network.
• Act astechnical reviewer and approverof NOC Tier IIs voice-related projects and changes.
• DevelopMethod of Procedure (MoP)for the NOC in executing changes or troubleshooting voice network issues.
• Providesecondary on-call supportfor voice network incidents.
• Good oral and written communication skills, ability to articulate voice network issues effectively.
• Strong knowledgeof voice network troubleshooting tools and monitoring platforms.
• Maintain ahigh sense of urgencywhile staying calm under pressure.
• Team-oriented, quick learner, and adaptable to changes.

Credentials and Experience:

• Industry-standard certifications preferred(e.g., CCNP Collaboration, CCVP).
• 8-10 years' experiencein Network Voice Operations teams.
• Experiencein leading a team of 8 to 10 members focused on voice network support.