- ThisrolerequiresexpertiseintechnologieslikeCiscoUnifiedCommunicationsManager(CUCM),SIP/SS7protocols,telecomequipment(likeSBCsandNGN),andhandlingescalationsforcomplexissuesrelatedtoVoIPservices,toll-freenumbers,andvariouscarrier/vendorissues.
- Provide end-to-end support for telecom services, from ticket creation to issue resolution.
- Support and manage commercial voice services, including Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing.
- Utilize Cisco Unified Communications Manager (CUCM), CCNA Voice, and CCNP Voicek nowledge for troubleshooting and issue resolution.
- Troubleshoot various VoIP call issues, such as ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, One-Way Audio, Voice Quality, DID, and Toll-Free issues.
- Monitor and manage alarms across network entities including routers, switches, NGN network,Soft Switches, Media Gateways, SBCs, and Tx Equipment.
- Perform proactive network monitoring and troubleshooting of Dialogic NGN, Sansay, andAcme/Oracle SBCs, Cisco ONS, and other telecom equipment.
- Work closely with vendors and carriers on T1/T3 TDM circuits, conducting head-to-headtesting on transport layers.
- Investigate and resolve fraud-related issues and conduct fraud analysis as necessary.
- Provide escalation support for other teams by analysing SIP/SS7 traces, CDRs, and raw switch traces to resolve complex call issues.
- Regularly update customers on the status of tickets, ensuring timely resolution and maintaining agreed SLAs.
- Conduct regular follow-ups with vendors and ensure that any network-related issues are addressed promptly.
- Troubleshoot and resolve issues related to VoIP phone features, such as answering rules, music on hold, and other platform-specific features.
- Assist with troubleshooting Toll-Free and Calling Card issues, providing resolutions based on network architecture.
- Maintain a proactive approach to network monitoring and ensure that all service disruptions are minimized.
- Should be ready for 24/7 work environment.
Other Criteria
- Excellent oral & written communication skills.
- Ability to learn and adapt to multiple internal applications & tools.
- Strong analytical and independent problem-solving skills.
- Able to clearly communicate network issues and the status of efforts to resolve problems.
Skills: cucm,telecom,sip,voip
