Real-Time Communications Operational Support Engineer

Role Overview

Responsible for production support, monitoring, troubleshooting, and incident resolution across enterprise Voice, Video, Webcasting, and collaboration platforms in a global environment.

Key Responsibilities

• Monitor and troubleshoot Voice, Video, SIP, SBC, MS Teams, and collaboration platforms.
• Triage alerts, resolve incidents, perform health checks, and support post-implementation validation.
• Troubleshoot SIP transport, SBC, carrier interconnectivity, and call setup issues using SIP logs/ladders.
• Work with vendors and infrastructure teams across Network, Database, Storage, and Application support.
• Support Problem Management, RCA, capacity/performance monitoring, and operational documentation.
• Provide oversight and governance of managed service vendors for Voice operations.
• Analyze telemetry, QoS metrics, application logs, and crash dumps to identify issues.

Required Skills

• 3–5 years of experience in IP Telephony, Voice, Video, Streaming, or collaboration platform operations.
• Hands-on knowledge of Ribbon SBC, Avaya, Cisco Voice/Telepresence, NICE Recording, and MS Teams.
• Strong understanding of SIP, SIP trunking, SBC configuration, WebRTC, Voice/Video QoS, latency, jitter, packet loss, MOS, and bandwidth.
• Experience with troubleshooting tools such as Splunk, PowerShell, ProcMon, Fiddler, Remedy, and Jira.
• Knowledge of enterprise infrastructure including servers, networks, firewalls, and applications.
• ITIL and automation skills.
• Strong incident management, troubleshooting, communication, and vendor management skills.
• Bachelor’s degree in Computer Science, Engineering, or a related field.

EA Number : 11C4879