Network Operation center Engineer

• Interact with US-based enterprise clients/customers to provide high-quality support for Voice over Internet Protocol (VOIP) services.
• Configure and troubleshoot SIP Trunking customers in SBC including DID and Pilot number configuration.
• Deploy configure and troubleshoot VoIP infrastructure such as IP-PBX systems gateways session border controllers (SBCs) and soft switches.
• Configure voicemail accounts auto attendants call flows call queues translation rules dial plans and call routing.
• Diagnose and troubleshoot Netsapiens & Cisco BroadWorks/BroadSoft Unified Communications (UC) issues.
• Provide support for VoIP devices including Polycom Yealink Grandstream Cisco ATA and Adtran routers.
• Troubleshoot and resolve issues related to voice quality call routing and system performance.
• Resolve issues related to Hosted PBX on-premises IP telephony platforms Unified Communications solutions Unified Contact Center Enterprise MS Teams direct routing and cloud solutions.
• Block unauthorized IP addresses on backend servers and handle DoS-related issues using NOM and Fail2Ban alerts.
• Troubleshoot Softphone Toll-free numbers DID PSTN & Analog lines SD-WAN and Firewall issues.
• Resolve VOIP-related issues including SIP RTP QoS COS and codec-related concerns.
• Manage escalations and collaborate with Onsite Engineering or Solution Architects while maintaining ticket ownership.
• Monitor and block fraudulent/suspicious calls and compromised users/extensions.
• Troubleshoot issues related to IP circuits Ethernet circuits Broadband and SD-WAN downtimes.
• Provide enterprise-level technical support to all customers.
• Backup Adtran routers through CLI.
• Collaborate with third-party vendors and carriers to troubleshoot network routing and hardware faults.
• Monitor and test A-Z destinations based on parameters like PDD ASR ACD FAS and voice quality while providing escalation support when required.
• Conduct network troubleshooting and performance analysis to optimize network performance and minimize downtime.
• Address client queries and technical concerns via phone and other communication channels.
• Utilize ticketing tools to log track and resolve customer issues efficiently.
• Ensure accurate documentation of customer interactions and issue resolutions.
• Prioritize and manage multiple support tickets while ensuring compliance with SLAs.

• Provide escalated support for critical enterprise customer issues.
• Mentor oversee and train team members to enhance their technical skills.
• Coordinate with CS/Product/Engineering teams for resolving escalated customer support issues.
• Collaborate with internal departments to expedite the resolution of critical cases.
• Participate in an on-call rotation for after-hours and weekend coverage.
• Document identified faults and contribute to the knowledge base for product support.
• Take ownership of incident management to ensure minimal business impact and timely resolution.
• Lead and manage a team of support professionals to achieve performance goals.
• Conduct regular team meetings and training sessions to enhance technical expertise.

• Strong knowledge of VoIP technologies including SIP Trunking Hosted PBX Unified Communications and SIP/RTP troubleshooting.
• Experience in configuring and troubleshooting SBCs IP-PBX soft switches call routing and dial plans.
• Hands-on experience with Cisco BroadWorks/BroadSoft Netsapiens and related UC solutions.
• Familiarity with VoIP hardware such as Polycom Yealink Grandstream Cisco ATA and Adtran routers.
• Strong networking knowledge including SD-WAN firewalls QoS and network security.
• Experience in monitoring and analyzing call parameters such as ASR ACD and PDD.
• Proficiency in CLI for router backups and network troubleshooting.
• Excellent communication skills and ability to interact with enterprise-level clients.
• Ability to work in rotational shifts including night shifts aligned with US business hours.
• Strong analytical and problem-solving skills to diagnose and resolve complex technical issues.

voip,voip technologies,problem-solving skills,firewalls,sd-wan,qos,sbc configuration,soft switches,analytical skills,customer,network security,voip hardware,ip-pbx systems,netsapiens,sip trunking,troubleshooting,call routing,sip/rtp troubleshooting,hosted pbx,call monitoring,unified communications,network operations center (noc),dial plans,cisco broadworks/broadsoft,ip,cli proficiency,communication skills,networking knowledge