Voice Engineer

• 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 Equipment’s, 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.