Job Description

Job Summary

Amazon Connect (CCaaS) – hands-on experience with contact flow design, routing profiles, queue configuration, reporting, and integrations with AWS services • Microsoft Teams Voice – strong knowledge of Direct Routing, dial plans, voice routing policies, PSTN connectivity, and call handling • Microsoft Teams Rooms (MTR) – deployment, configuration, device management, and troubleshooting of meeting room solutions • AudioCodes SBC – configuration, SIP trunk integration, interoperability with Teams and telephony providers, and high availability setup • SIP Protocol – deep understanding of SIP messaging, call flows, headers, SDP, and troubleshooting using logs/traces • RTP/SRTP – media flow analysis, codec negotiation, and voice quality troubleshooting • VoIP troubleshooting – expertise in resolving latency, jitter, packet loss, echo, and QoS-related issues • Networking fundamentals – strong understanding of TCP/IP, DNS, NAT, firewall rules, port requirements, and traffic flow

Provide L3 support for voice and contact center platforms • Troubleshoot SIP call flows, signaling, and media-related issues • Analyze logs, traces, and packet captures (Wireshark) • Perform RCA and implement fixes for recurring issues • Support cloud and on-prem UC environments

Key Responsibilities

NA

Skill Requirements

AWS services (Lambda, CloudWatch) • PowerShell scripting and Commands • Experience with other SBCs (Ribbon, Oracle) • Relevant certifications (AWS, Microsoft Teams Voice) • Pro management portal, Teams admin Center.

Other Requirements

Service Now knowledge