Key Skill Ask

• Technically guide the team to derive a resolution for the problems seen on the field
• Present incident reports and recovery
• Interfacing with engineering and product teams in identifying key problem areas in software that impact customer experience
• Own support performance metrics
• Deliver regular reporting on team performance
• Lead the development & deployment of SOPs
• Ensure operational excellence through daily/weekly/monthly cadence
• Drive key support metrics (MTTR and Backlog) to committed targets
• Act as a point of escalation for all customer issues
• Ensure that the support team works in collaboration with all other business functions

Years of Relevant Experience 

• 8+ years of experience in relevant domain of VOIP Engineering, Voice NOC, Managed VOIP, Managed UCC & SIP NOC.
• Experience of working in NOC & UCC domain 
• Experience in Enterprise Voice, Hosted PBXs and Ribbon SBCs
• Keywords : UCC, VOIP, Hosted IP-PBX, Contact Center, Cloud Telephony, SIP Telephony, Enterprise Voice, Ribbon, Audiocodes, Oracle Session Border
• Controlers (SBC), Asterisk, 3CX, Ring Central, Opensips, SIP Proxy, X-lite, SIPWise CPBX,Alianza VOIP Softphones, etc.

Must Have Skills 

• Expertise in Hardware & Software VOIP PBX Platforms. Like Asterisk, OpenSips, 3CX, Ring Central,SIPWise, etc.
• Integration & Configuration of PBX dashboard, Mac, Windows PC/Laptop & Android, iPhones Mobile Softphones.
• Experience in Integrations Of PSTN Integrations, Contact Center, Voice Mails, Local/Hosted SBCs with SIP Trunk & Audio/Video Conference.
• Good understanding of IP-PBX high-availability cluster environment.
• Implementation & troubleshooting of UC platforms in SoHo, SMB in large enterprises.
• Integration of Voicemail, Audio/Video Conferencing, Call Queue/Auto Attendant, Fax systems.
• Operation Support for Cloud Hosted PBX Cluster, Softphones & SBCs.
• Voice routing, dial plans, call routing & SIP trunking & Ribbon SBCs.
• Expertise in Session Border Controllers (SBCs) preferably SBCs like Ribbon (Most Preferred), Audiocodes, Oracle etc.
• Working experience on creating call routing routes, SIP server table, signaling groups and header manipulations on Ribbon SBC.
• Integration of SBCs with IP-PABXs, SIP Trunk and voice gateways and implementation of call routing between the devices.
• Good understanding of VOIP Routing Topology, SIP, RTP, Signalling/Media Firewall Rules, DNS & Certificates, etc.

Technical Skills 

• Experience in Cloud PBX, Hosted SIP Telephony, Unified Messaging, A/V Conferencing Platforms,
• Experience in Integrations Of PSTN Integrations, Contact Center, Local/Hosted SBCs with SIP Trunk & Local Gateway with ISDN PRI.
• Expertise in Hardware & Software VOIP PBX Platforms. Like Asterisk, OpenSips, 3CX, Ring Central,SIPWise, etc.
• Integration & Configuration of PBX dashboard, Mac, Windows PC/Laptop & Android, iPhones Mobile Softphones.
• Good understanding of IP-PBX global cluster in high-availability environment.
• Implementation & troubleshooting of UC platforms in SoHo, SMB in large enterprises.
• Integration of Voicemail, Audio/Video Conferencing, Call Queue/Auto Attendant, Fax systems.
• Operation Support for Cloud Hosted PBX Cluster, Softphones & SBCs.
• Create new configuration of Voice routing, dial plans for new locations and integrate.
• Support SIP/ISDN Trunk issues & coordination with service providers for performance management.
• Dial plan changes such as voice policies, dial plan, routes etc. 
• Handle complex issues related to PBX platform services, call routing, SIP trunking & Ribbon SBCs.
• Expertise in Session Border Controllers (SBCs) preferably SBCs like Ribbon (Most Preferred), Audiocodes, Oracle etc.
• Working experience on creating transformation patterns, call routing routes, SIP server table, signaling groups and header manipulations on Ribbon SBC.
• Integration of SBCs with IP-PABXs, SIP Trunk and voice gateways and implementation of call routing between the devices.
• Capture SBC logs and troubleshoot call quality and voice routing issues.
• Good understanding of VOIP Routing Topology, SIP, RTP, Signalling/Media Firewall Rules, DNS & Certificates, etc.
• Periodic housekeeping of the UCC infra to keep the configurations with defined standards.
• Good knowledge & understanding of PSTN/SIP Trunking, Audio Video Protocols & PBXs,
• Working knowledge on multi-vendor SBC’s preferably Ribbon Session Border Controllers (Preferrable) and AudioCodes SBC.
• Support all ITRs escalated by L1 with advance troubleshooting & root cause solutioning skills.
• Monitor the system configuration backups, daily, weekly and monthly.
• Change Management, System Reporting, Documentation & L3/OEM Escalation Management.
• Ability to assess faults, prioritize, respond, and escalate accordingly.
• Working experience on Project-Design, Implementation/Migration & Management of Cloud Hosted PBX & Ribbon SBCs
• Willing to work in 24X7 including Night shifts.
• Strong analytical aptitude & Ability to work in a team

Education Qualification Preference

• Bachelor’s degree (BE/B.Tech ) in ECE, with related telecom NOC experience

Specific Domain Knowledge required

• ~6+ years of experience in relevant domain of VOIP Engineering, Voice NOC, Managed VOIP, Managed UCC & SIP NOC.
• Experience of working in NOC & UCC domain 
• Experience in Enterprise Voice, Hosted PBXs and Ribbon SBCs
• Keywords : UCC, VOIP, Hosted IP-PBX, Contact Center, Cloud Telephony, SIP Telephony, Enterprise Voice, Ribbon, Audiocodes, Oracle Session Border
• Controlers (SBC), Asterisk, 3CX, Ring Central, Opensips, SIP Proxy, X-lite, SIPWise CPBX,Alianza VOIP Softphones, etc.