Sr. Analyst Voice Engineer

Headsnminds Consultants; Mumbai; Hybride; INR 350 000 - 700 000; Plein temps

Résumé du poste

Headsnminds Consultants is seeking a technical support professional to assist end users and manage incidents related to enterprise voice and trading telephony platforms in Mumbai. The role involves resolving SLA-bound tickets, L1/L2 voice system support, and coordinating with telcos during outages or quality issues.

Responsibilities include MACD tasks, phone provisioning, and troubleshooting on Cisco gateways and SIP trunks, with emphasis on clear technical communication with vendors and service

Qualifications

• Hands-on or working knowledge of CUCM and Cisco Unity Connection.
• Basic understanding of SIP, Voll, dial plans, call routing, and PS connectivity (PRI/SIPtrunks).
• Basic Cisco IOS CLI skills for gateway checks, debugs, and log collection.
• Ability to raise and manage vendor and telco cases with clear technical details.

Responsabilités

• Handle day-to-day incidents, service requests, and changes for end users within SLA.
• Provide L1/L2 support for voice, voicemail, Contact Center, and trading telephony system.
• Perform user moves, adds, and changes (MACD), including phone provisioning and configuration.
• Troubleshoot call failures, one-way audio, and connectivity issues on Cisco voice gateways and SIP/PSTN trunks.
• Log, track, and follow up on cases with telco service providers during outages or call quality issue, sharing traces and logs as needed.

Connaissances

CUCM

Cisco Unity Connection

SIP

Cisco IOS CLI

Description du poste

Role & responsibilities

You’ll support end users, resolve day-to-day tickets, coordinate with telco service providers during incidents, and help with upgrades and maintenance of our enterprise voice and trading telephony platforms.

• Handle day-to-day incidents, service requests, and changes for end users within SLA.
• Provide L1/L2 support for voice, voicemail, Contact Center , and trading telephony system.
• Perform user moves, adds, and changes (MACD), including phone provisioning and configuration.
• Troubleshoot call failures, one-way audio, and connectivity issues on Cisco voice gateways and SIP/PSTN trunks.
• Log, track, and follow up on cases with telco service providers during outages or call quality issue , sharing traces and logs as needed.

Preferred candidate profile

• Hands-on or working knowledge of CUCM and Cisco Unity Connection
• Basic understanding of SIP, Voll, dial plans, call routing, and PS connectivity (PRI/SIPtrunks)
• Basic Cisco IOS CLI skills for gateway checks, debugs, and log collection
• Ability to raise and manage vendor and telco cases with clear technical details