Voice Support Engineer

7 days ago

Pune, India NTek Software Solutions Full time

Flightcase IT Services Role Overview The Voice NOC Engineer will be responsible for providing end-to-end technical support and escalation management for VoIP and telecom networks. This role demands strong expertise in SIP protocols, Cisco Unified Communications Manager (CUCM), and telecom equipment such as SBCs and NGNs. The candidate will handle complex VoIP troubleshooting, network monitoring, and customer communication, ensuring high service availability and adherence to SLAs. Key Responsibilities - Provide end-to-end technical support for telecom and VoIP services, including ticket management, issue resolution, and client communication. - Support and manage commercial voice services such as Hosted PBX, SIP Trunking, PRI, Toll-Free, Long Distance, and Audio Conferencing. - Troubleshoot and resolve VoIP-related issues such as ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, one-way audio, voice quality, DID, and toll-free issues. - Perform proactive network monitoring and troubleshooting using tools across routers, switches, NGNs, Soft Switches, Media Gateways, SBCs, and Tx equipment. - Analyze SIP/SS7 traces, CDRs, and raw switch logs for complex issue resolution and root cause analysis. - Manage alarms and incidents across network entities and coordinate with vendors and carriers for issue resolution. - Conduct fraud detection and analysis, investigating any anomalies or suspicious activity. - Provide escalation support for internal teams and ensure customer updates are timely and clear. - Troubleshoot VoIP features such as answering rules, music on hold, and other PBX/UC platform features. - Ensure compliance with SLAs, maintaining a proactive approach to minimize network downtime. - Work closely with global clients (especially US-based) to resolve technical and operational issues. Technical Skills Required - Strong hands-on experience with SIP protocol (mandatory) and VoIP technologies. - Expertise in Cisco Unified Communications Manager (CUCM), CCNA Voice, or CCNP Voice. - Experience with SBCs, Soft Switches, Media Gateways, and NGN networks. - Knowledge of telecom protocols (SIP, SS7, TDM) and transport layers (T1/T3). - Familiarity with tools for network monitoring, packet capture, and trace analysis. - Strong analytical and troubleshooting abilities in a live telecom/VoIP environment. Other Requirements - Excellent oral and written communication skills – must be fluent and clear with no MTI or regional accent. - US client exposure is mandatory (experience working with US-based customers). - Strong analytical and problem-solving skills with the ability to work independently under pressure. - Quick learner with the ability to adapt to multiple internal tools and applications. - Must be willing to work in a 24x7 rotational shift environment. - Must be comfortable signing a 2-year service agreement (mandatory for all new hires). - One in-office interview round is mandatory (final round may be virtual via Microsoft Teams). Education Qualification - Bachelor’s degree (preferably in Engineering, Electronics, Telecommunications, or related field). Summary This role offers an opportunity to work in a dynamic telecom operations environment, supporting enterprise-level VoIP and unified communication services for global clients. The ideal candidate is a hands-on engineer with deep SIP/VoIP expertise, strong communication skills, and the ability to perform under a 24/7 operations model.

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