Voice NOC & Technical Assistance Center (VOIP-Telecom)

As a Telecom Support Specialist, you will be responsible for providing end-to-end support for telecom services. Your key responsibilities will include: - Supporting and managing commercial voice services such as Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing. - Utilizing Cisco Unified Communications Manager (CUCM), CCNA Voice, and CCNP Voice knowledge for troubleshooting and issue resolution. - Troubleshooting various VoIP call issues including ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, One-Way Audio, Voice Quality, DID, and Toll-Free issues. - Monitoring and managing alarms across network entities such as routers, switches, NGN network, Soft Switches, Media Gateways, SBCs, and Tx Equipment. - Performing proactive network monitoring and troubleshooting of Dialogic NGN, Sansay, and Acme/Oracle SBCs, Cisco ONS, and other telecom equipment. - Working closely with vendors and carriers on T1/T3 TDM circuits, conducting head-to-head testing on transport layers. - Investigating and resolving fraud-related issues, as well as conducting fraud analysis as necessary. - Providing escalation support for other teams by analyzing SIP/SS7 traces, CDRs, and raw switch traces to resolve complex call issues. - Regularly updating customers on the status of tickets, ensuring timely resolution and maintaining agreed SLAs. - Conducting regular follow-ups with vendors and ensuring prompt resolution of any network-related issues. - Troubleshooting and resolving issues related to VoIP phone features, such as answering rules, music on hold, and other platform-specific features. - Assisting with troubleshooting Toll-Free and Calling Card issues, providing resolutions based on network architecture. - Maintaining a proactive approach to network monitoring to minimize service disruptions. - Being ready for a 24/7 work environment. In addition, you should possess the following qualifications and skills: - Excellent oral and written communication skills. - Ability to learn and adapt to multiple internal applications and tools. - Strong analytical and independent problem-solving skills. - Ability to clearly communicate network issues and the status of efforts to resolve problems. Skills required for this role include: CUCM, telecom, SIP, VoIP.,