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Job Title: Network Voice Lead - Tier III Support Services
Location: Plano, TX
5 days onsite with Rotational Shifts
Type : Contract
Job Description:
Responsibilities:
- Expert level hands-on experience with enterprise voice network infrastructure, including Cisco Unified
Communication platforms, Call Manager, Unity, and Contact Center solutions.
- Expert knowledge in voice protocols such as SIP, H.323, SCCP, MGCP, and troubleshooting related issues.
- Hands-on experience with voice gateways, session border controllers, and integration with PSTN and SIP
trunk providers.
- Proficient in configuring and managing VoIP solutions and troubleshooting call quality issues, including
jitter, latency, and packet loss.
- Expert knowledge in voice network routing, dial plans, and number translations.
- Experience with collaboration tools such as Cisco Webex, Microsoft Teams, and Zoom, including integration
with voice systems.
- Hands-on troubleshooting experience with voice hardware platforms and architectures, including Cisco Voice
Gateways, IP Phones, and conferencing systems.
- Proficient in managing voicemail systems and integration with email platforms (e.g., Unified Messaging).
- Experience in monitoring and managing voice network performance using tools such as SolarWinds, Wireshark,
or similar platforms.
- Expert knowledge in QoS implementation and troubleshooting for voice traffic.
- Experience working with Service Provider Teams for faults with SIP trunks, PRI circuits, and voice carrier
issues.
- Experience working with partner support teams, including the TAC support teams of principal vendors like
Cisco, Avaya, etc.
- Serve as a technical escalation point for L2 and L1-level NOC, such as Tier I and Tier II.
- Handle high to critical incidents or customer requests and tasks related to voice network issues.
- Execute medium to high complexity projects and changes in the voice network.
- Act as technical reviewer and approver of NOC Tier II’s voice-related projects and changes.
- Develop Method of Procedure (MoP) for the NOC in executing changes or troubleshooting voice network issues.
- Provide secondary on-call support for voice network incidents.
- Good oral and written communication skills, ability to articulate voice network issues effectively.
- Strong knowledge of voice network troubleshooting tools and monitoring platforms.
- Maintain a high sense of urgency while staying calm under pressure.
- Team-oriented, quick learner, and adaptable to changes.
Credentials and Experience:
- Industry-standard certifications preferred (e.g., CCNP Collaboration, CCVP).
- 8-10 years' experience in Network Voice Operations teams.
- Experience in leading a team of 8 to 10 members focused on voice network support.
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