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.