Technical Assistance Center Engineer - VoIP/Telecom

About the job :

Voice NOC & Technical Assistance Center (VoIP-Telecom)

Location : Pune (On-site, 24/7 Rotational)

Experience : 2 5 years

About the Role :

We are looking for motivated professionals to join our Voice NOC & Technical Assistance Center (TAC) team.
This role involves supporting and managing voice/telecom networks, troubleshooting VoIP services, and working closely with global vendors and carriers to ensure seamless operations.

Key Responsibilities :

- Provide end-to-end support for telecom servicesfrom ticket creation to resolution.

- 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.

Requirements :

- 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.

Why Join :

- Opportunity to work on global telecom operations with exposure to the latest voice technologies.

- Clear growth track in VoIP, NOC, and TAC domains