Apply on Kit Job: kitjob.in/job/45kw5v

Job Description – Manager | Voice service delivery/assurance, SBC & CCaaS

Role: Manager – Voice Operations / SBC & CCaaS

Experience: 10+ years

Location: Pune

Department: Network Operations / Unified Communications / Contact Center Technology

Role Summary

We 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.

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.

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/45kw5v

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