Job Title:Senior Technical Support Engineer- Network Voice Engineer

Certification :

• CCNA Voice/CCNP Collaboration
• Microsoft Teams Voice Certification 
•  Avaya, Genesys, or other VoIP certifications 
• ITIL Foundation

Experience:6 to 8 +years

Education:Bachelor’s degree in computer science, Telecommunications, or related field.

Responsibilities:

• Deploy and configure Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, CUBE, and SIP trunking.
• Implement voice gateways, dial plans, QoS policies, and session border controllers (SBCs).
• Integrate Microsoft Teams, Zoom Phone, or other cloud-based telephony solutions.
• Troubleshooting & Support (L2/L3):
• Resolve call routing issues, codec mismatches, latency, jitter, and packet loss in VoIP networks.
• Debug SIP, H.323, MGCP, and RTP/RTCP protocols using Wireshark, SIPp, or other tools.
• Provide L2 escalation support for voice-related incidents and outages.
• Monitoring & Optimization:
• Monitor voice quality metrics (MOS, Jitter, Latency) using tools like SolarWinds, Cisco Prime, or IR Prognosis.
• Optimize QoS policies for voice traffic prioritization.
• Perform capacity planning and upgrades for VoIP infrastructure.
• Security & Compliance:
• Implement voice security measures (TLS, SRTP, firewall policies for VoIP).
• Ensure compliance with PCI-DSS, HIPAA, or other regulatory standards (if applicable).
• Collaboration & Documentation:
• Work with network, security, and cloud teams for cross-functional projects.
• Maintain network diagrams, SOPs, and change management records.
• Provide 24/7 network and security support as required.

Mandatory:

• Cisco UC Suite (CUCM, CUC, UCCX, CUBE, IMP)
• SIP, H.323, MGCP, RTP/RTCP protocols
• Voice Gateway Configuration (ISDN, PRI, FXO/FXS, SIP Trunking)
• QoS for Voice (DSCP, LLQ, AutoQoS)
•  Experience with Cisco Jabber, Webex, and MRA deployments.
• Troubleshooting with Wireshark, RTMT, etc.
• Session Border Controllers (AudioCodes, Oracle SBC, Cisco CUBE)
• Basic Networking (VLANs, Routing, Firewall ACLs for VoIP)
• Strong understanding of network infrastructure, design, and troubleshooting.
• Excellent communication skills in English (both verbal and written).
• Ability to work efficiently in a team-oriented environment with high self-motivation.
• A customer-focused mindset with strong delivery service ethics.
• Good understanding of Monitoring tools such as SolarWinds, Manage Engine Ops Manager, Zabbix etc.
• Willingness to work in a 24/7 support window.
• Good understanding of the ITSM processes.