Voice Support Engineer

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

Other Requirements

Education Qualification

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 .