Voice Support Engineer

Flightcase IT Services

Role Overview

Voice NOC Engineer

Key Responsibilities

• Provide end-to-end technical support for telecom and VoIP services, including

  ticket management, issue resolution, and client communication

  .
• Support and manage commercial voice services such as

  Hosted PBX, SIP Trunking, PRI, Toll-Free, Long Distance, and Audio Conferencing

  .
• Troubleshoot and resolve VoIP-related issues such as

  ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, one-way audio, voice quality, DID, and toll-free issues

  .
• Perform

  proactive network monitoring and troubleshooting

  using tools across routers, switches, NGNs, Soft Switches, Media Gateways, SBCs, and Tx equipment.
• Analyze

  SIP/SS7 traces, CDRs, and raw switch logs

  for complex issue resolution and root cause analysis.
• Manage

  alarms and incidents

  across network entities and coordinate with vendors and carriers for issue resolution.
• Conduct

  fraud detection and analysis

  , investigating any anomalies or suspicious activity.
• Provide

  escalation support

  for internal teams and ensure customer updates are timely and clear.
• Troubleshoot VoIP features such as

  answering rules, music on hold, and other PBX/UC platform features

  .
• Ensure

  compliance with SLAs

  , maintaining a proactive approach to minimize network downtime.
• Work closely with global clients (especially US-based) to resolve technical and operational issues.

Technical Skills Required

• Strong hands-on experience with

  SIP protocol

  (mandatory) and

  VoIP technologies

  .
• Expertise in

  Cisco Unified Communications Manager (CUCM)

  ,

  CCNA Voice

  , or

  CCNP Voice

  .
• Experience with

  SBCs, Soft Switches, Media Gateways, and NGN

  networks.
• Knowledge of telecom protocols (

  SIP, SS7, TDM

  ) and transport layers (T1/T3).
• Familiarity with tools for

  network monitoring, packet capture, and trace analysis

  .
• Strong analytical and troubleshooting abilities in a live telecom/VoIP environment.

Other Requirements

• Excellent oral and written communication skills

  – must be fluent and clear with

  no MTI or regional accent

  .

• US client exposure is mandatory

  (experience working with US-based customers).
• Strong

  analytical and problem-solving skills

  with the ability to work independently under pressure.
• Quick learner with the ability to adapt to multiple internal tools and applications.
• Must be willing to work in a

  24x7 rotational shift environment

  .
• Must be comfortable signing a

  2-year service agreement

  (mandatory for all new hires).
• One

  in-office interview round

  is mandatory (final round may be virtual via Microsoft Teams).

Education Qualification

• Bachelor’s degree (preferably in

  Engineering, Electronics, Telecommunications, or related field

  ).

Summary

hands-on engineer with deep SIP/VoIP expertise, strong communication skills, and the ability to perform under a 24/7 operations model