Job Description
<p><p><b>Job Title :</b> Senior Technical Support Engineer - Network Voice :</b> Bachelors degree in computer science, Telecommunications, or related :</b> 6 to 8 :</b></p><p><b><br/></b></p><p>- CCNA Voice/CCNP Collaboration<br/><br/></p><p>- Microsoft Teams Voice Certification<br/><br/></p><p>- Avaya, Genesys, or other VoIP certifications<br/><br/></p><p>- ITIL :</b></p><p><b><br/></b></p><p>- Deploy and configure Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, CUBE, and SIP trunking.<br/><br/></p><p>- Implement voice gateways, dial plans, QoS policies, and session border controllers (SBCs).<br/><br/></p><p>- Integrate Microsoft Teams, Zoom Phone, or other cloud-based telephony & Support (L2/L3) :</b></p><p><b><br/></b></p><p>- Resolve call routing issues, codec mismatches, latency, jitter, and packet loss in VoIP networks.<br/><br/></p><p>- Debug SIP, H.323, MGCP, and RTP/RTCP protocols using Wireshark, SIPp, or other tools.<br/><br/></p><p>- Provide L2 escalation support for voice-related incidents and & Optimization :</b></p><p><b><br/></b></p><p>- Monitor voice quality metrics (MOS, Jitter, Latency) using tools like SolarWinds, Cisco Prime, or IR Prognosis.<br/><br/></p><p>- Optimize QoS policies for voice traffic prioritization.<br/><br/></p><p>- Perform capacity planning and upgrades for VoIP & Compliance :</b></p><p><br/></p><p>- Implement voice security measures (TLS, SRTP, firewall policies for VoIP).<br/><br/></p><p>- Ensure compliance with PCI-DSS, HIPAA, or other regulatory standards (if & Documentation :</b></p><p><b><br/></b></p><p>- Work with network, security, and cloud teams for cross-functional projects.<br/><br/></p><p>- Maintain network diagrams, SOPs, and change management records.<br/><br/></p><p>- Provide 24/7 network and security support as :</b></p><p><b><br/></b></p><p>- Cisco UC Suite (CUCM, CUC, UCCX, CUBE, IMP)<br/><br/></p><p>- SIP, H.323, MGCP, RTP/RTCP protocols<br/><br/></p><p>- Voice Gateway Configuration (ISDN, PRI, FXO/FXS, SIP Trunking)<br/><br/></p><p>- QoS for Voice (DSCP, LLQ, AutoQoS)<br/><br/></p><p>- Experience with Cisco Jabber, Webex, and MRA deployments.<br/><br/></p><p>- Troubleshooting with Wireshark, RTMT, etc.<br/><br/></p><p>- Session Border Controllers (AudioCodes, Oracle SBC, Cisco CUBE)<br/><br/></p><p>- Basic Networking (VLANs, Routing, Firewall ACLs for VoIP)<br/><br/></p><p>- Strong understanding of network infrastructure, design, and troubleshooting.<br/><br/></p><p>- Excellent communication skills in English (both verbal and written).<br/><br/></p><p>- Ability to work efficiently in a team-oriented environment with high self-motivation.<br/><br/></p><p>- A customer-focused mindset with strong delivery service ethics.<br/><br/></p><p>- Good understanding of Monitoring tools such as SolarWinds, Manage Engine Ops Manager, Zabbix etc.<br/><br/></p><p>- Willingness to work in a 24/7 support window.<br/><br/></p><p>- Good understanding of the ITSM :</b></p><p><b><br/></b></p><p>- QoS<br/><br/></p><p>- Cisco Unified Communications<br/><br/></p><p>- SIP Protocol<br/><br/></p><p>- Wireshark<br/><br/></p><p>- Solarwinds/Manage Engine<br/><br/></p><p>- Voice Over IP (VoIP)<br/><br/></p><p>- Cisco Webex<br/><br/></p><p>- Cisco Routers</p><br/></p> (ref:hirist.tech)