Voice Network Support Engineer

4 days ago

Gandhinagar, Gujarat, India beBeeTroubleshooting Full time ₹ 2,50,000 - ₹ 6,00,000
Job Title:

Technical Assistance Center Specialist

Job Description:

As a Technical Assistance Center Specialist, you will play a critical role in supporting and managing voice/telecom networks. You will be responsible for troubleshooting VoIP services and working closely with global vendors and carriers to ensure seamless operations.

This role involves providing end-to-end support for telecom services—from ticket creation to resolution. You will manage & troubleshoot Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing.

  • Diagnose VoIP call issues (ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, one-way audio, DID, Toll-Free).
  • Monitor and manage network entities including routers, switches, NGN, soft switches, SBCs, gateways, and Tx equipment.
  • Perform proactive monitoring on Dialogic NGN, Sansay, Acme/Oracle SBCs, Cisco ONS, and other telecom hardware.

Collaborate with vendors on T1/T3 circuits, conduct head-to-head testing on transport layers. Investigate and resolve fraud-related cases, and provide escalation support by analyzing SIP/SS7 traces, CDRs, switch logs.

Ensure SLA adherence and provide timely updates to customers and vendors. Troubleshoot VoIP features (answering rules, music on hold, calling card services, etc.). Work in a 24/7 rotational environment ensuring minimal service disruption.

Required Skills and Qualifications:

Strong knowledge of CUCM (Cisco Unified Communications Manager), SIP/SS7 protocols, SBCs, NGN, and VoIP troubleshooting.

Familiarity with telecom hardware like Dialogic, Sansay, Acme/Oracle SBCs, Cisco ONS, routers, and switches.

Certifications such as CCNA Voice / CCNP Voice are an added advantage.

Excellent communication skills (oral & written). Strong analytical and problem-solving abilities.

Ability to quickly learn and adapt to internal tools & applications.

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