Skills:
QoS, Cisco Unified Communications, SIP Protocol, Wireshark, Solarwinds/Manage Engine, Voice Over IP (VoIP), Cisco Webex, Cisco Routers,
Job Title:Senior Technical Support Engineer- Network Voice Engineer
Certification
- CCNA Voice/CCNP Collaboration
- Microsoft Teams Voice Certification
- Avaya, Genesys, or other VoIP certifications
- ITIL Foundation
Experience:6 to 8 +years
Education:Bachelors degree in computer science, Telecommunications, or related field.
Responsibilities
- Deploy and configure Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, CUBE, and SIP trunking.
- Implement voice gateways, dial plans, QoS policies, and session border controllers (SBCs).
- Integrate Microsoft Teams, Zoom Phone, or other cloud-based telephony solutions.
- Troubleshooting & Support (L2/L3):
- Resolve call routing issues, codec mismatches, latency, jitter, and packet loss in VoIP networks.
- Debug SIP, H.323, MGCP, and RTP/RTCP protocols using Wireshark, SIPp, or other tools.
- Provide L2 escalation support for voice-related incidents and outages.
- Monitoring & Optimization:
- Monitor voice quality metrics (MOS, Jitter, Latency) using tools like SolarWinds, Cisco Prime, or IR Prognosis.
- Optimize QoS policies for voice traffic prioritization.
- Perform capacity planning and upgrades for VoIP infrastructure.
- Security & Compliance:
- Implement voice security measures (TLS, SRTP, firewall policies for VoIP).
- Ensure compliance with PCI-DSS, HIPAA, or other regulatory standards (if applicable).
- Collaboration & Documentation:
- Work with network, security, and cloud teams for cross-functional projects.
- Maintain network diagrams, SOPs, and change management records.
- Provide 24/7 network and security support as required.
Mandatory
- Cisco UC Suite (CUCM, CUC, UCCX, CUBE, IMP)
- SIP, H.323, MGCP, RTP/RTCP protocols
- Voice Gateway Configuration (ISDN, PRI, FXO/FXS, SIP Trunking)
- QoS for Voice (DSCP, LLQ, AutoQoS)
- Experience with Cisco Jabber, Webex, and MRA deployments.
- Troubleshooting with Wireshark, RTMT, etc.
- Session Border Controllers (AudioCodes, Oracle SBC, Cisco CUBE)
- Basic Networking (VLANs, Routing, Firewall ACLs for VoIP)
- Strong understanding of network infrastructure, design, and troubleshooting.
- Excellent communication skills in English (both verbal and written).
- Ability to work efficiently in a team-oriented environment with high self-motivation.
- A customer-focused mindset with strong delivery service ethics.
- Good understanding of Monitoring tools such as SolarWinds, Manage Engine Ops Manager, Zabbix etc.
- Willingness to work in a 24/7 support window.
- Good understanding of the ITSM processes.
