L3- SBC + Teams

Subject Matter Expert - Microsoft UCC Operations
Service Delivery - International Integrators

Key Result / Decision Areas (Outcomes)

Operational Role:
Responsible for end-to-end design, build, and operational ownership of Microsoft Teams UCC solutions and AudioCodes/Oracle SBC infrastructure across global sites. Accountable for service delivery against agreed SOW/SLA commitments, conducting assessments and audits of existing customer UC/telephony environments, and partnering with engineering teams to shape technical solutions for specific projects and broader Orange product/managed-service enhancements.

Technical Escalation Management:
Acts as the technical escalation authority, leading critical incidents and escalation calls involving Teams Direct Routing, SBC, SIP signaling, media/no-audio, call-routing, and interoperability issues.

Key Responsibilities

• Serve as the primary point of contact for the design, build, and operation of Microsoft UCC solutions across global sites, including voice routing policies, PSTN usages, dial plans, emergency calling, call queues, auto attendants, and number management.
• Design, deploy, and maintain AudioCodes SBC (Mediant/vE-SBC) instances, managing SIP trunk, carrier/ITSP interconnects, routing tables, TLS/SRTP security profiles, certificates, licensing, firmware upgrades, and lifecycle.
• Lead implementation projects with excellent handling.
• Assess and audit existing customer UC/telephony infrastructure.
• Collaborate with engineering teams to finalize technical solutions for projects, aligning with Orange product and managed services enhancements.
• Stay informed on technical, financial, strategic, and operational issues within the UCC industry relevant to Orange services.
• Coordinate with OEMs, third-party vendors, and suppliers on critical activities and incidents.
• Develop and maintain automation scripts and tools (PowerShell, Python) for SBC configuration, deployment, health monitoring, validation, and incident reporting.
• Perform SIP trace and packet-level analysis (Wireshark/pcapng) to diagnose call quality, one-way audio, call drops, media/signaling, and registration issues.
• Investigate and resolve QoS, codec negotiation, network security/firewall, and voice quality issues in coordination with network and SD-WAN teams.
• Participate in capacity planning, upgrades, performance tuning, and disaster recovery planning.
• Support environment promotion from development through test/UAT to production, ensuring compliance with change management and CAB processes.
• Prepare and review change requests.
• Produce and maintain Low-Level Design (LLD) documents, SBC configuration records, dial plan diagrams, call-flow diagrams, RFOs, RCAs, and a Knowledge/Error Database (KEDB).
• Develop support runbooks, troubleshooting guides, and knowledge articles for Service Desk, L1/L2 teams, and operational handover.
• Own systematic backup of all SBCs and storage in a central repository.
• Mentor L1, L2, and junior colleagues to enhance their performance.
• Initiate learning, certifications, and evaluation of new UC technologies and tools.
• Conduct knowledge transfer and awareness sessions on best practices within the team.
• Support 24x7 operations and project assignments through rotational shifts.
• Work effectively in a team with minimal supervision, using own initiative.

Essential Competencies, Skills, Certifications, and Experience

Technical & Functional Skills:

• Extensive hands-on experience in designing, building, and troubleshooting Microsoft Teams and AudioCodes SBC (Mediant/vE-SBC), including SIP trunk, routing, licensing, firmware, and security configurations.
• Basic knowledge of Microsoft Exchange, Active Directory, and Windows Servers.
• Deep understanding of SIP, RTP/SRTP, VoIP protocols, and voice troubleshooting methodologies.
• Experience migrating legacy PBX systems to cloud UC solutions.
• Familiarity with legacy UC systems (Cisco CUCM, Unity Connection, Webex) and migration strategies.
• Proficiency with Microsoft Teams enterprise voice features, including admin centers, PowerShell, and Azure AD/Entra ID.
• Strong troubleshooting skills, incident/problem management, and handling critical tickets.
• Experience with integration of IP PBX (Cisco & Avaya), PSTN Gateways (Oracle and AudioCodes), and carrier SIP trunk onboarding.
• Exposure to solution architecture, design (HLD/LLD), consultancy, and project lifecycle management.
• Scripting and automation skills (PowerShell, Python).
• Knowledge of Microsoft Security and Compliance within Office 365 is a plus.
• Awareness of Exchange, SharePoint, AD, Cloud, Virtualization, IP Networking, and Recording Platforms.
• Experience with cloud telephony, hybrid voice solutions, SD-WAN, and enterprise network fundamentals related to voice quality.
• Familiarity with incident, problem, change, and release management processes aligned with ITIL.
• Experience supporting enterprise voice solutions in regulated environments (e.g., banking, financial services).

Education & Certifications

• BE/Graduation/Diploma in Electronics or Telecom.
• Certifications:
• MS-720: Teams Voice Engineer Expert (highly desired)
• MS-740 or MS-721: Microsoft 365 Certified: Teams Support Engineer or Collaboration Communications Systems Engineer (mandatory)
• MS-700: Microsoft 365 Certified: Teams Administrator Associate (mandatory)
• AudioCodes ACA, ACP (preferred)
• PMP/Prince (optional), ITIL 4 (mandatory)

Experience

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