Description

Role Summary:
Responsible for providing L3 technical support and resolving escalated enterprise customer complaints related to Voice services. Acts as a SME for SBC, IMS, and VoIP technologies, performing advanced troubleshooting through SIP/PCAP trace analysis, call flow validation, and routing investigations. Collaborates with customers, vendors, telecom operators, and internal teams to resolve issues related to SIP/PRI connectivity, call drops, voice quality, DTMF, CLI, FAX, and routing, ensuring timely resolution within SLA and an excellent customer experience.

Key Responsibilities:

- Manage and resolve escalated enterprise customer complaints related to Voice, SIP, PRI, and VoIP services within defined SLAs.
- Perform advanced troubleshooting using SIP traces, PCAP analysis, call flow analysis, RTP logs, and network traces to identify and resolve service issues.
- Act as the L3 technical escalation point for SBC platforms including Huawei, Dialogic, and AudioCodes, as well as IMS platforms such as Nokia, ZTE, and UT IMS.
- Conduct live troubleshooting sessions with customers, vendors, and internal teams to diagnose and restore services.
- Analyze and resolve voice-related issues including call drops, one-way/no audio, DTMF failures, CLI issues, FAX failures, call forwarding, registration, and connectivity problems.
- Investigate and resolve call routing issues related to Local, NLD, ISD, and Toll-Free services.
- Collaborate with PBX vendors (Avaya, Cisco, Asterisk, etc.) to support SIP trunk integration, configuration, and interoperability issues.
- Monitor, analyze, and troubleshoot alarms and faults across Voice Core, IMS, SBC, and switching infrastructure.
- Support field engineers and operations teams with technical guidance related to Voice network infrastructure and hardware.




- Drive continuous service improvement initiatives to enhance network stability, service quality, and customer experience.
- Strong knowledge of VoIP, SIP, PRI, IMS, and SBC technologies.
- Hands-on experience with Huawei, Dialogic, AudioCodes SBCs and Nokia, ZTE, UT IMS platforms.
- Expertise in SIP/PCAP trace analysis, call flow analysis, and VoIP troubleshooting.
- Experience in resolving issues related to call drops, voice quality, DTMF, CLI, FAX, registration, and routing.
- Good understanding of SIP trucking, PRI services, Voice Core networks, and call routing.
- Ability to perform RCA and manage complex customer escalations.
- Solid customer communication, stakeholder management, and problem-solving skills.
- Experience working with PBX vendors (Avaya, Cisco, Asterisk) and telecom operators.
- Ability to manage critical incidents and deliver resolutions within SLA commitments.

Required Skills:

- Strong knowledge of VoIP, SIP, PRI, IMS, and SBC technologies.
- Hands-on experience with Huawei, Dialogic, AudioCodes SBCs and Nokia, ZTE, UT IMS platforms.
- Expertise in SIP/PCAP trace analysis, call flow analysis, and VoIP troubleshooting.
- Experience in resolving issues related to call drops, voice quality, DTMF, CLI, FAX, registration, and routing.
- Good understanding of SIP trucking, PRI services, Voice Core networks, and call routing.
- Ability to perform RCA and manage complex customer escalations.
- Strong customer communication, stakeholder management, and problem-solving skills.
- Experience working with PBX vendors (Avaya, Cisco, Asterisk) and telecom operators.
- Ability to manage critical incidents and deliver resolutions within SLA commitments.

Experience: 3+ years in Voice Operations, Service Assurance, NOC, or Customer Support environments.

📌 Team Lead - Priority Support Center (Hyderabad)
🏢 Tata Teleservices
📍 Hyderabad