Job Title: Executive NOC Engineer / NOC Engineer

Job Overview

We are looking for a highly skilled and experienced NOC Engineer to join our Voice NOC & Technical Assistance Centre team. The successful candidate will be responsible for providing end-to-end technical support for a leading US-based telecom client, specializing in Voice Operations, including Hosted PBX, SIP Trunking, PRI, Toll-Free Services, and more. This role requires strong knowledge of telecom voice protocols, network monitoring, vendor coordination, and incident resolution within SLA constraints.

Key Responsibilities

Provide Tier 1 to Tier 3 support for telecom voice services including Hosted PBX, Local Phone Services, SIP Trunking, PRI, Toll-Free, Audio Conferencing, and Long Distance.
Handle full lifecycle of incidents: ticket creation, troubleshooting, resolution, and communication with clients and vendors.
Perform proactive alarm monitoring and troubleshooting of core network components: Routers, Switches, Media Gateways, Soft Switches, SBCs, etc.
Utilize and analyze SIP/SS7 traces and ladder diagrams using tools like Empirix or similar.
Conduct fraud analysis and call quality troubleshooting: ASR, ACD, PDD, One-way audio, Dead air, DTMF/RTDTMF issues, Codec mismatch, etc.
Support and maintain Dialogic NGN, Sansay, Acme/Oracle SBCs, Cisco ONS, and associated transport equipment (T1/T3 circuits).
Interact with vendors and carriers for circuit testing, escalations, and issue resolution.
Perform route changes, test calls, and manage customer experience by resolving call routing and service issues.
Support Avaya Aura, Cisco CUCM/Call Manager Express, and associated unified communications platforms.
Maintain communication and escalate appropriately while adhering to SLA commitments.
Provide support for Calling Card and Toll-Free issues, and ensure VoIP phone features work as expected (Answering rules, On Hold, MoH, etc.).

Required Skills & Qualifications

Experience in Voice NOC / Telecom Operations (preferably serving US-based commercial telecom customers).
Strong knowledge of telecom voice protocols: SIP, SS7, RTP.
Hands-on experience with:
Cisco Unified Communications Manager (CUCM)
Cisco Call Manager Express (CME)
Avaya Aura Contact Center
Sansay & Dialogic NGN
Oracle SBCs
Proficiency in analyzing SIP/SS7 traces, CDRs, raw switch logs.
Understanding of PBX systems, VoIP phones, and related telephony features.
Familiar with Empirix or similar call trace analysis tools.
Knowledge of network alarm monitoring, troubleshooting of transport and switching infrastructure.
Understanding of E1/T1, TDM circuits, and routing protocols

Network Operations Engineer (Telecom)