Job Description

Job Title: Network TAC Engineer (VOIP Domain)/ VOIP Support Engineer (US Shift) Job Description: Responsibilities (Network TAC/Customer support): Interact with US-based enterprises clients/customers to deliver high-quality support for Voice over Internet Protocol (VOIP) & Managed services (Data, Voice & connectivity). Should possess a proven experience in a VOIP support role, preferably with US clients. Address client queries, concerns, and technical issues via phone and other communication channels. Utilize ticketing tools to log, track, and resolve customer issues efficiently. Ensure accurate and detailed documentation of customer interactions and issue resolutions. Communicate technical information in a clear and understandable manner to clients with varying levels of technical expertise. Technical Expertise: Demonstrate expertise in SaaS-based products & Cloud based contact center/Unified Communication particularly in the field of VOIP. Troubleshoot and resolve technical issues related to the VOIP & managed services (Data, Voice & connectivity). Possess a strong technical background to understand and troubleshoot complex VOIP and network-related problems. Collaborate and work closely with cross-functional teams, including engineering, to resolve escalated issues. Educate clients on product features, best practices, and troubleshooting techniques. Troubleshooting skills of various issues PDD, Dead Air, Fax issues, codec mismatch, One Way Audio, Voice Quality by understanding the network architecture & act accordingly. Troubleshoot Telephony and Network issues live with Enterprise customers. Must possess a strong understanding of SIP, VOIP protocols & SDP Protocol. knowledge of Unified communication, Voicemail, IVRs, Softphone, Toll-free, DID, PSTN & Analog line, SD-WAN, Firewall, MS team direct routing, Voice Gateway, SIP Trunk, IP-PRI Adtran, Polycom, Yealink devices. Good to have knowledge/certification: Cisco Unified Communications Manager/Cisco CCNA/CCNP Voice/Collaboration, Broadsoft or any other UC platform. SIP School Certified Associate- SSCA Other Criteria : Willingness to work night shifts to support US-based clients. Must have excellent written and spoken English. Bachelors degree in Technical field or equivalent work experience. Should have extremely good troubleshooting/analytical skills. Self-starter and good team player.