Team Lead - Priority Support Center

Role Summary:
Responsible for providing L3 technical support and resolving escalated enterprise customer complaints related to Voice services. Acts as a SME for SBC, IMS, and VoIP technologies, performing advanced troubleshooting through SIP/PCAP trace analysis, call flow validation, and routing investigations. Collaborates with customers, vendors, telecom operators, and internal teams to resolve issues related to SIP/PRI connectivity, call drops, voice quality, DTMF, CLI, FAX, and routing, ensuring timely resolution within SLA and an excellent customer experience.

Key Responsibilities:

• Manage and resolve escalated enterprise customer complaints related to Voice, SIP, PRI, and VoIP services within defined SLAs.
• Perform advanced troubleshooting using SIP traces, PCAP analysis, call flow analysis, RTP logs, and network traces to identify and resolve service issues.
• Act as the L3 technical escalation point for SBC platforms including Huawei, Dialogic, and AudioCodes, as well as IMS platforms such as Nokia, ZTE, and UT IMS.
• Conduct live troubleshooting sessions with customers, vendors, and internal teams to diagnose and restore services.
• Analyze and resolve voice-related issues including call drops, one-way/no audio, DTMF failures, CLI issues, FAX failures, call forwarding, registration, and connectivity problems.
• Investigate and resolve call routing issues related to Local, NLD, ISD, and Toll-Free services.
• Collaborate with PBX vendors (Avaya, Cisco, Asterisk, etc.) to support SIP trunk integration, configuration, and interoperability issues.
• Monitor, analyze, and troubleshoot alarms and faults across Voice Core, IMS, SBC, and switching infrastructure.
• Support field engineers and operations teams with technical guidance related to Voice network infrastructure and hardware.
• Drive continuous service improvement initiatives to enhance network stability, service quality, and customer experience.
• Strong knowledge of VoIP, SIP, PRI, IMS, and SBC technologies.
• Hands-on experience with Huawei, Dialogic, AudioCodes SBCs and Nokia, ZTE, UT IMS platforms.
• Expertise in SIP/PCAP trace analysis, call flow analysis, and VoIP troubleshooting.
• Experience in resolving issues related to call drops, voice quality, DTMF, CLI, FAX, registration, and routing.
• Good understanding of SIP trucking, PRI services, Voice Core networks, and call routing.
• Ability to perform RCA and manage complex customer escalations.
• Strong customer communication, stakeholder management, and problem-solving skills.
• Experience working with PBX vendors (Avaya, Cisco, Asterisk) and telecom operators.
• Ability to manage critical incidents and deliver resolutions within SLA commitments.

Required Skills:

• Strong knowledge of VoIP, SIP, PRI, IMS, and SBC technologies.
• Hands-on experience with Huawei, Dialogic, AudioCodes SBCs and Nokia, ZTE, UT IMS platforms.
• Expertise in SIP/PCAP trace analysis, call flow analysis, and VoIP troubleshooting.
• Experience in resolving issues related to call drops, voice quality, DTMF, CLI, FAX, registration, and routing.
• Good understanding of SIP trucking, PRI services, Voice Core networks, and call routing.
• Ability to perform RCA and manage complex customer escalations.
• Strong customer communication, stakeholder management, and problem-solving skills.
• Experience working with PBX vendors (Avaya, Cisco, Asterisk) and telecom operators.
• Ability to manage critical incidents and deliver resolutions within SLA commitments.

Experience: 3+ years in Voice Operations, Service Assurance, NOC, or Customer Support environments.