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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/46kot0

📌 Voice Services Manager Pune Division
🏢 Ishan Technologies
📍 Pune