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

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Role: Manager – Voice Operations / SBC & CCaaS

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Experience: 10+ years

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Location: Pune

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Department: Network Operations / Unified Communications / Contact Center Technology

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Role Summary

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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.

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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.

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Key Responsibilities:-

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Voice & SBC Operations

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- 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.

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CCaaS / Contact Centre Responsibilities:

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- 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/4671gf

📌 Voice Services Manager (Pune)
🏢 Nameless
📍 Pune