Job Description

Job Summary

The Senior Process Associate - Voice plays a critical role in delivering exceptional customer experiences by handling complex technical support requests. This position is essential for ensuring quality interactions, providing mentorship to team members, and driving process improvements to enhance customer service efficiency.

Key Responsibilities

Key Responsibilities:

• Configure, monitor, and troubleshoot SIP, SDP, and RTP protocols to ensure reliable and high-quality voice communication across networks Implement, manage, and optimize IPSec tunnelling to maintain secure and encrypted voice traffic between endpoints and network elements.
• Configure, fine-tune, and maintain routers, switches, and other network devices to prioritize and optimize voice traffic using QoS and traffic engineering techniques.
• Perform end-to-end IP provisioning, including configuration of voice gateways, ensuring seamless integration with existing network infrastructure.
• Demonstrate strong knowledge of Session Border Controllers (SBCs) for securing voice networks, managing signalling, and ensuring interoperability between different systems Support.
• Maintain, and troubleshoot Analog and PRI technologies, ensuring legacy systems continue to function efficiently alongside modern VoIP solutions Manage and administer SIP trunks, voice gateways, and PBX systems, including configuration, monitoring, and issue resolution.

Provide timely and effective technical support to users for VOIP-related issues, ensuring minimal downtime and high user satisfaction.

Skill Requirements

• Knowledge of VOIP protocols (SIP, RTP, UDP, SDP)
• Knowledge of Session Border Controller
• Understanding of networking basics (LAN, WAN, firewalls)
• Experience with IP PBX systems and softphones
• Problem-solving and communication skills
• Basic understanding of network security
• Knowledge of IPSEC.

Other Requirements

1. Optional Certifications In Customer Service Or Technical Support Are Valuable But Not Mandatory