JD for Voice NOC & Technical Assistance Center (VOIP-Telecom)
ThisrolerequiresexpertiseintechnologieslikeCiscoUnifiedCommunicationsManager(CUCM),S
IP/SS7protocols,telecomequipment(likeSBCsandNGN),andhandlingescalationsforcomplexiss
uesrelatedtoVoIPservices,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.