Job
Description
Providing end-to-end support to one of the leading client from US. Right from creation of tickets to the resolution. Voice Operations/Services provided to the Commercial customers are Hosted PBX, Local Phone Services, SIP Trunking and PRI, Toll Free Services, Long Distance, Audio Conferencing etc. Cisco Unified Communications Manager (CUCM) CCNA Voice, CCNP Voice, Cisco Call Manager Express CME, Avaya Aura Contact Center Administration, Technical Assistant Centre TAC Engineer Good knowledge of Telecom Voice protocols - SIP / SS7 etc. Ability to understand the SIP/SS7 protocol traces/ladder diagrams from Empirix or knowledge of any other tool will be an added advantage. Proactive Alarm Monitoring of all the network entities Routers, Switches, NGN network Soft Switch / Media Gateways, SBCs, Tx Equipmentu2019s, Cisco ONS, E1/T1 etc. Maintenance & Operations of Dialogic NGN, Sansay & Acme/Oracle SBCs, Cisco ONS etc. Work with vendors / carriers on T1 / T3 TDM circuits. Head-to-Head testing on transport layer. Do regular follow-up with Vendor and provide the updates to customer in timely manner on tickets as necessary; ticketing system needs to be provided by you. Works as an escalation team to support other teams for any call issues by investigating using SIP/SS7 traces, CDRs and raw switch traces. Fraud analysis and investigation. Troubleshooting skills of various carrier / Vendor issues viz. ASR, ACD, PDD, Dead Air, DTMF, RTDTMF, Fax issues, codec mismatch, One Way Audio, Voice Quality, equipment (pbx/hosted pbx), DID, Toll free issues etc. by understanding the network architecture & act accordingly. Attending Toll Free, Calling card issues. Understanding all VoIP phone features from the platform perspective and troubleshooting answering rules, on hold, music on hold features etc. Resolving tickets by making test calls through the switch to replicate, follow up with the carriers, make route changes etc. Works as an escalation team to support other teams and maintaining agreed SLA. Basic Understanding of Sansay SBC, Dialogic NGN will be an added advantage too. Other Required Skills: Excellent oral & written communication skills. High degree of proficiency in basic computer applications (i.e. Windows, Word, Excel, Outlook, etc.) Ability to learn and adapt to multiple internal applications & tools. Strong analytical and independent problem-solving skills. Team Player Able to clearly communicate network issues and the status of efforts to resolve problem.
