Broad outline of the Role
Enterprise Voice Specialist (L2) Role Title:

- 24x7 Rotating Schedule Job Description
- The role is responsible for managing customer queries and operations.
- This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Responsibilities
- Taking ownership of customer issues reported, solving their problems through by providing resolution.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved work proactively to maintain the same.
- Strong knowledge and troubleshooting capability with: Microsoft Teams Voice administration.

- Proactively monitor and respond to alerts from the devices o AudioCodes SBCs (configuration troubleshooting).
- Troubleshoot Microsoft Teams physical phones, including device sign-in issues, firmware updates, provisioning, and device lifecycle management.
- Direct Routing, SIP trunk, call flows, routing plans.
- SIP protocol and media negotiation.
- Familiarity with Microsoft Entra ID (Azure AD) and Intune for identity, access, and device management.

Minimum Qualifications Experience





- Graduate with 2-5 years of experience in Microsoft Teams Voice administration.

Other Knowledge Skills

- Demonstration of problem-solving skills
- Prior experience in providing technical support in rapid paced, high availability, 24X7 environments.
- Knowledge of network, operation systems

Key Responsibilities

- Troubleshoot and resolve issues across the Microsoft Teams enterprise voice and telephony ecosystem.
- Perform detailed incident triage and root-cause isolation, including packet-level and code/log-level audio analysis.
- Actively engage in global team environment, confidently raising concerns, highlighting trends or recurring issues, and clearly defining problems and impacts to drive timely resolution.
- Manage support tickets with third-party vendors (Microsoft, telecom carriers, AudioCodes, etc.) and ensure timely resolution.
- Follow Customer-provided Standard Operating Procedures (SOPs) and internal operational guidelines.
- Support continuous improvement initiatives to enhance system reliability and performance.

📌 Sr Engineer - Global Customer Service Operations (Pune)
🏢 Tata Communications
📍 Pune