Sr Customer Service Executive - Provisioning & Configuration

Job Description:
Experience Level: 4-7 yrs Senior Customer - Facing and Flexible to Work in Australian Business Hours (03:30 AM to 12:30 PM IST / 02:30 AM to 11:30 AM IST)

Role: Global Clients/Customer Facing role.

Role Overview: Enterprise Services

Provisioning, Testing, and Migration Engineer will be responsible for provisioning, configuring, and troubleshooting access network and services for enterprise customers. The role demands a strong technical foundation in VOIP, SIP, TDM alongside the ability to manage escalations and support field engineers. This role involves configuring Juniper PE to CE connectivity, optimizing SIP call flows, provisioning switches and deploying SBC configuration. This is a hands-on role requiring adherence to agile delivery processes, stakeholder communication, and the flexibility to work in secure environments or shifts.

Key Responsibilities:

Provisioning:

• Provision and configure access networks manually and through automation tools.
• Engage with relevant workgroups to ensure that Outages & Migration activities will improve Network performance, remove legacy platforms, and consolidate Network resources whilst ensuring minimum impact and disruption to End Users and other Customer platforms. Identify and resolve network provisioning failures, determining root causes and recommending corrective actions.
• Support field engineers remotely for commissioning new services. Optimize provisioning processes for agile and timely delivery. Manage escalations within the team and ensure clear communication with stakeholders.

Testing and Migration:

• Perform throughput and performance testing using tools like Wireshark and Geoprove.
• Troubleshoot enterprise voice provisioning issues, including SIP PRI. Conduct network validations and assist in migrations with minimal service interruptions.

Collaboration: Engage with global customers, providing regular updates on provisioning and testing. Work closely with cross-functional teams to deliver
end-to-end enterprise network solutions. Ensure compliance with workplace health and safety (WHS) policies.
Additional Requirements: Work shift hours as required, in secure rooms if necessary.
Required Skills and Experience:

Strong knowledge of VoIP technologies, including SIP, TDM, ISDN, and PSTN, with experience in call flow, dial plans, and voice routing.

Experience in provisioning, configuring, and supporting VoIP services, including SIP trunking and interconnects.

Hands-on experience with voice platforms such as C20 Softswitch, Ribbon SBC/PSX, Oracle SBC, or similar.

Basic understanding of IP networking concepts, including TCP/IP, VLANs, QoS, BGP, and OSPF.

Experience in configuring CPE devices and supporting customer voice services.

Experience working in telecom/ISP environments (Fixed Voice domain preferred).

PreferredCertifications: CCNA/CCNP.

Adaptability to flexible time schedules and the ability to work independently. Effective verbal and written communication skills. Can-do attitude with excellent time management and multitasking capabilities.