Description

Experience:
BTech/BS degree in a technical field preferred with a strong academic record.
5+ years engineering / programming work experience.

Key Skills Required:

• Excellent verbal and written communication skills are mandatory.
• Ability to analyze and solve technical issues in real time.
• Ability to handle pressure and deliver solutions in a timely manner.
• Troubleshooting Experience with most common CCaaS, and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage.
• Exposure to Salesforce CRM, Service Cloud Voice, Session Border Controllers - Advantage
• Work in close partnership with External VOIP/PSTN Carriers and other vendors like SBC (Mandatory)
• Strong understanding of SIP trunking, WebRTC VOIP protocol, RTP/RTCP, QoS Metrics, Kamailio, FreeSWITCH, STUN/TURN, NAT, Codecs (G.711, G729, Opus etc),
• Hands on experience with monitoring tools such as Homer, Grafana, and AWS cloud platform
• Hands-on expertise in debugging SBCs, configuration issues w.r.t SIP trunking b/w voice systems, codec negotiations etc.
• Experienced at troubleshooting Voice integration issues involving Session Border Controllers
• Hands-on expertise in troubleshooting voice related issues like Call Setup issues, QOS, Jitter, Call drops, SIP 4XX/5XX errors etc.
• Hands-on expertise in deep packet inspections, SIP ladder analysis, and STIR/SHAKEN debugging
• Ability to debug and interoperability issues with Partner voip systems
• Ability to debug signalling & media issues using PCAP/Wireshark tool
• Familiar with SIP call Simulators Ex: SIPp
  

Role & Responsibilities:

• Troubleshoot and resolve issues related to voice systems, VoIP, and telephony in accordance with contractual SLAs with the customers and compliance standards.
• Monitor call quality, performance, and availability of voice systems.
• Track, Record, and document problem-solving process including decisions made to reach the resolution.
• Collaborate with other IT and network teams to ensure seamless communication services.
• Responsible for facilitating the training and swarming activities for a team of Technical Support Engineers working on support cases
• Ensures that the right engineers are swarming and collaborating on issues.
• Initiates swarming activities on cases, wherever required (aged cases, escalations, business urgency etc.)
• Collaborate with other swarm leads to drive best practices and provide consistency across swarm team (across Geos, other swarm teams)
• Takes ownership of critical and escalated cases as needed
• Verify quality of Investigations to engineering team - Conducts weekly review of Investigations, conducts mentoring and best practices sessions with team members.
• Partner with manager in assisting and engaging with TMP where needed on urgent/critical issues
• Raise awareness on Top Case Drivers (TCD) to support leadership
• Drives improvement opportunities by conducting Training Need analysis - Tech review of Aged cases, LSATs, Escalations and works with CSG/Enablement team to close the skill gaps.
• Alert managers on cases where needed and work with them to initiate swarming for management escalations and other business processes as needed.
• Work with the manager to drive improvements to reduce TTR, case transfers, and avoidable escalations to TMP.
• Meets the expectations of their current role (Principal, Sr. Principal Engineer, or cloud equivalent) as outlined in the job levelling guide
• Flexible to work in shifts (including Night shifts - AMER PST) as per the business requirements