Apply on Kit Job: kitjob.in/job/45dek7

- *Job Description**

n– Manager | Voice service delivery/assurance, SBC & CCaaSn
- *Role:**

nManager – Voice Operations / SBC & CCaaSn
- *Experience:**

n10+ yearsn
- *Location:**

n

Pune

n
- *Department:**

nNetwork Operations / Unified Communications / Contact Center Technologyn
- *Role Summary**

nWe are looking for an experienced Manager – Voice delivery/ Service assurance, SBC & CCaaS to lead the voice operations and support team responsible for SIP voice infrastructure, Oracle SBC, call routing, telephony troubleshooting, and CCaaS platforms such as Genesys Cloud / PureCloud.n

The candidate will manage L1/L2/L3 escalations, ensure high service availability, lead incident management, and drive operational excellence across enterprise voice and contact centre environments.

n

- *Key Responsibilities:-**
- *Voice & SBC Operations**
- Manage and troubleshoot SIP, RTP, SIP Trunk, and VoIP-related issues adhering SIP RFC and deep knowledge on voice server, dial plan
- Lead troubleshooting of call failures,



one-way audio, DTMF, issues, codec mismatch, SIP timer issues
- Handle Oracle SBC / Session Border Controller deployment HA configuration and support
- Troubleshoot call quality issues such as jitter, latency, packet loss, and MOS degradation
- Manage inbound and outbound call
- Deep knowledge of RFC with excellent trouble shooting experience.
- *CCaaS / Contact Centre Responsibilities:**
- Manage cloud contact centre platforms such as Ishan Cx connect.
- Handle voice flow, IVR, ACD, queue, routing, and agent telephony issues.
- Support CTI integrations with CRM platforms like Salesforce.
- Troubleshoot call disconnect, short duration calls, agent login issues, voice path issues.
- Manage data actions, architect flows, trunk configuration, DID mapping.
- Coordinate with relevant teams for call flow optimization.

Apply on Kit Job: kitjob.in/job/45dek7

📌 Voice Services Manager (Pune Division)
🏢 Ishan Technologies
📍 Pune Division