Sr Tower Lead (Support & Operations)

HCLTech; Lucknow; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

HCL Technologies Limited seeks a Sr Tower Lead (Support & Operations) with extensive Voice/VoIP experience to drive end-to-end trouble isolation for customer voice services. You will troubleshoot complex issues across CPE, LAN, WAN, PSTN and VoIP networks, coordinating with clients and internal teams to restore service efficiently.

Deep knowledge of VoIP call flows, IP networks, and enterprise platforms such as Webex Calling and MS Teams is required, along with strong communication skills to

Qualifications

• 10-20+ years of Voice/VoIP technical support experience.
• Deep understanding of how Voice solutions are integrated and managed.
• Experience with enterprise collaboration platforms and toll-free services.

Responsibilities

• End-to-end trouble isolation and repair for customers voice products across CPE, LAN, WAN, PSTN and VoIP networks.
• Troubleshoot quality, routing, interoperability and connectivity issues across local and long distance networks.
• Engage with customers and stakeholders to resolve outages and service threats.
• Understand VoIP call flows and network topologies to optimize performance.

Skills

Voice/VoIP support

Troubleshooting

Network fundamentals

SIP/RTP call flows

Vendor/enterprise support

Communication skills

Tools

Wireshark

SIP ladder diagrams

IP TDM/VoIP core network configurations

Job description

Career Opportunities: Sr Tower Lead (Support & Operations) (191438)

Requisition ID191438-Posted11/09/2026

10-20+ years of Voice and/or VoIP technical support experience.

Key Responsibilities

Deep understanding on how different Voice solutions are integrated. Have good understanding on products like Retail VoIP, Enhanced domestic and International Toll-free services, XO VoIP, Webex Calling, VoIP MACD

Skill Requirements

Other Requirements

Troubleshoot issues related to quality, completion, routing, interoperability and connectivity across local, long distance, and IP networks. Candidates need to have… 10-20+ years of Voice and/or VoIP technical support experience. Deep understanding on how different Voice solutions are integrated. Have good understanding on products like Retail VoIP, Enhanced domestic and International Toll-free services, XO VoIP, Webex Calling, VoIP MACD Understanding of how enterprise collaboration platforms (Cisco Webex, MS Teams, Genesys, Global conferencing etc), Global IP connect interact with VoIP/ IP Toll free, PSTN and VoIP PIP cloud network works and core network configurations (VPN, VRF, VLAN, and IP Centrex) understanding. Have good understanding and knowledge on IP Trunking , IP Integrated Access, IPTF Terminations, TDM Voice products, SBC. Understanding on MPLS deployments connecting to PSTN and understanding on major components like PIP & IDA SBC, BSAS/BSNS, NS/RS, Sonus DSCIP, CS2K, C20/G9, OCCAS, Sonus NBS gateway. Good understanding on VoIP call flows like Inbound Call path, Inbound Call path with SIP ladder, Registered User Inbound & Outbound Call Flow, IP Integrated Access (IPIA) Key – Outbound & Inbound Call flow, IP Trunking (Enterprise Trunk) inbound & Outbound Call flow, Basic IP Toll Free Call Flow, IPIVR Toll Free Call Flow, Basic Inbound local Origination..etc. Ability to troubleshoot complex issues. Strong communication skills and ability to interact with different types of customers/stakeholders Knowledge of 911 services, knowledge of all order entry and provisioning systems. Knowledge of network standard analyzers such as Wireshark and SIP ladder diagrams, SS7. Ability to prioritize and multi-task independently. Leverage expert network support to handle major enterprise outages and catch potential service threats. Candidate will be doing … Responsible for end-to-end trouble isolation and repair for customers voice products experiencing complex issues across CPE, LAN, WAN, firewall, PSTN, and VoIP networks. Troubleshoot issues related to quality, completion, routing, interoperability and connectivity across local, long distance, and IP networks. Troubleshoot different layers in the OSI model. Understand and leverage network topologies and workflows. Work with SS7 signaling and strong foundations of SIP/RTP messaging and call flows. Engage with general router functionality such as router configurations, troubleshooting commands, etc. Keep up-to-date with technology changes and continually expand knowledge and skill sets.