Job Description
Job Description Enterprise Voice Specialist (L2) Role Title: Enterprise Voice Specialist (L2) Coverage: 24x7 Rotating Schedule Job Description The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Responsibilities Taking ownership of customer issues reported, solving their problems through by providing resolution. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved & work proactively to maintain the same.
Strong knowledge and troubleshooting capability with: o Microsoft Teams Voice administration o Proactively monitor and respond to alerts from the devices o AudioCodes SBCs (configuration & troubleshooting) o Troubleshoot Microsoft Teams physical phones, including device sign-in issues, firmware updates, provisioning, and device lifecycle management. o Direct Routing, SIP trunk, call flows, routing plans o SIP protocol and media negotiation o Familiarity with Microsoft Entra ID (Azure AD) and Intune for identity, access, and device management. Key Responsibilities Troubleshoot and resolve issues across the Microsoft Teams enterprise voice and telephony ecosystem. Perform detailed incident triage and root-cause isolation, including packet-level and code/log-level audio analysis. Actively engage in a global team environment, confidently raising concerns, highlighting trends or recurring issues, and clearly defining problems and impacts to drive timely resolution. Manage support tickets with third-party vendors (Microsoft, telecom carriers, AudioCodes, etc.) and ensure timely resolution. Follow Customer-provided Standard Operating Procedures (SOPs) and internal operational guidelines. Support continuous improvement initiatives to enhance system reliability and performance.About Company
Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world’s internet routes and connects businesses to 60% of the world’s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications™, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.
