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Voice Support Engineer

Voice Support Engineer

NTek Software Solutionssurat, India
9 hours ago
Job description

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

  • Strong hands-on experience with SIP protocol (mandatory) and VoIP technologies .
  • Expertise in Cisco Unified Communications Manager (CUCM) , CCNA Voice , or CCNP Voice .
  • Experience with SBCs, Soft Switches, Media Gateways, and NGN networks.
  • Knowledge of telecom protocols ( SIP, SS7, TDM ) and transport layers (T1 / T3).
  • Familiarity with tools for network monitoring, packet capture, and trace analysis .
  • Strong analytical and troubleshooting abilities in a live telecom / VoIP environment.

    • Other Requirements

  • Excellent oral and written communication skills – must be fluent and clear with no MTI or regional accent .
  • US client exposure is mandatory (experience working with US-based customers).
  • Strong analytical and problem-solving skills with the ability to work independently under pressure.
  • Quick learner with the ability to adapt to multiple internal tools and applications.
  • Must be willing to work in a 24x7 rotational shift environment .
  • Must be comfortable signing a 2-year service agreement (mandatory for all new hires).
  • One in-office interview round is mandatory (final round may be virtual via Microsoft Teams).

    • Education Qualification

  • Bachelor’s degree (preferably in Engineering, Electronics, Telecommunications, or related field ).

    • 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 .

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