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
