L2 - SBC + Teams

Sr. Technical Consultant - Microsoft UCC Operations
Service Delivery - International Integrators

Key Result / Decision Areas (Outcomes)

Operational Role:

• Serve as the primary contact for building, configuring, and providing day-to-day operational support for Microsoft Teams UCC solutions and AudioCodes SBC infrastructure across global sites, following defined SOPs, with immediate escalation to L3 SME/competent authority to ensure uptime.
• Act as the technical deployment owner for new implementations, migrations, and greenfield rollouts of Microsoft Teams Enterprise Voice and AudioCodes SBC infrastructure across global customer sites.

Implementation & Support:

• Serve as the key SPOC for operational support related to Incident, Change, and Problem tickets involving Teams Direct Routing, SBC, SIP signaling, and call-routing issues.
• Utilize Microsoft Call Quality Dashboard (CQD) and Real-Time Analytics to investigate jitter, packet loss, and latency trends.
• Analyze SIP traces, ladder diagrams, and firewall traffic to isolate and resolve call routing errors.
• Contribute to documentation and reporting, including Low-Level Designs (LLDs), SOPs, Run Books, configuration records, and Knowledge Management (KEDB).
• Act as the primary liaison to third-party telecommunication providers for circuit outages, porting issues, and SIP trunk maintenance.
• Ensure systematic backup of all SBCs and storage in a central repository.
• Build and support Microsoft Teams, AudioCodes SBC, including integration with IP PBX and third-party solutions.
• Participate in Change Management, assessing risk and impact, and reviewing change requests.
• Take initiatives for learning, certifications, and evaluating new UC technologies and tools.
• Support technical knowledge transfer and conduct awareness sessions on best practices within the team.
• Analyze customer problems and formulate plans to implement resolutions.

Essential Role-Related Competencies, Skills, Certifications, and Experience

Technical & Functional Skills & Certifications:

• Extensive hands-on experience in building, configuring, and troubleshooting Microsoft Teams and AudioCodes SBC (Mediant/vE-SBC), including SIP trunk, routing, licensing, firmware, and security configurations.
• Working knowledge of SIP, RTP/SRTP, VoIP protocols, data networking, PSTN protocols, TCP/IP, and Windows OS, along with structured voice troubleshooting methodologies.
• Hands-on experience managing Microsoft UCC (On-premises, Hybrid, and Online).
• Proficiency with Microsoft Teams enterprise voice features, including admin center, PowerShell, and Azure AD/Entra ID.
• Experience with AudioCodes E-SBC/vE-SBC, EMS/OVOC, Mediant Gateways, and Analog Media Packs, including SIP trunk, routing, TLS/SRTP security, and certificates.
• Understanding of integration with Oracle SBC, other IP PBX devices, and security/Compliance within Office 365 is a plus.
• Proven ability to troubleshoot network issues impacting voice quality (QoS, jitter, latency, codec negotiation) in coordination with network/SD-WAN teams.
• Ability to manage ticket queues, meet response times, and prioritize operational tasks effectively.
• Experience working in rotational shifts supporting 24/7 operations.

Education, Qualifications & Certifications

• BE/Graduation/Diploma in Electronics or Telecom.
• Certifications:
• MS-740 or MS-721: Microsoft 365 Certified: Teams Support Engineer Specialty (highly desired)
• MS-700: Microsoft 365 Certified: Teams Administrator Associate (mandatory)
• AudioCodes ACA, ACP (preferred)
• PMP/Prince (optional), ITIL 4 (mandatory)

Experience

• 5+ years of relevant experience in UC, voice, and telephony solutions.