PUNE · FULLTIME
Sr Engineer - Global Customer Service Operations
Tata Communications
Pune · onsite · Posted 1d ago
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Section · 01
About this role
Broad outline of the Role
Enterprise Voice Specialist (L2) Role Title:
Minimum Qualifications & Experience
Other Knowledge & Skills
Key Responsibilities
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 fast 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.
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Section · 02
Skills
Unified CommunicationsTroubleshootingcontact centerSIPSession Border ControllerMicrosoft Teams administration
Section · Company
About Tata Communications
Tata Communications
Telecom
5.9k+
employees
1986
40 years old
Mumbai, Maharashtra
India
About
Tata Communications facilitates digital transformation for enterprises worldwide, enhancing connectivity, cloud solutions, and operational efficiency through advanced services.
Industries
Telecom
Employee ratings
4,031 reviews
3.9/ 5
Culture
3.8
Career growth
3.0
Work-life
3.9
Employees rate it well for
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