HTC Global Services
Senior Telecom Support – L3 at HTC Global Services
HTC Global Services is seeking an experienced Senior Telecom Support Engineer to serve as the final L3 escalation point for all telecom-related incidents, manage enterprise telecom infrastructure, and lead change initiatives across multiple communication platforms.
Key Responsibilities
Act as the final L3 escalation point for incidents involving SIP failures, PRI issues, MPLS/SD‑WAN outages, QoS degradation, and PSTN connectivity failures.
Troubleshoot complex call routing, voice gateway configurations, SBCs, QoS policies, jitter/latency anomalies, and WAN circuit performance.
Perform deep‑dive analysis using CDRs, traces, SIP logs, and provider diagnostics.
Manage and optimize enterprise telecom infrastructure including SIP trunks, SBCs, PRI/ISDN/E1 links, MPLS, SD‑WAN, DIA circuits, VoIP infrastructure, and UC platforms.
Oversee number management, DID allocation, and porting processes.
Interface with carriers and telco vendors for escalations, fault resolution, SLA disputes, and service improvements.
Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades.
Ensure vendors adhere to contractual SLAs and provide timely RCA reports.
Conduct capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies.
Analyze traffic patterns, CDRs, and call flows to prevent congestion and ensure optimal routing.
Recommend upgrades, restructuring, or optimizations based on performance trends.
Lead telecom‑related change activities including circuit migrations, upgrades, SBC/voice gateway configuration changes, dial‑plan modifications, and UC integrations.
Validate and approve telecom RFCs, risk assessments, and rollback procedures.
Enforce telecom standards including dial‑plan governance, numbering formats, QoS configurations, and SBC security policies.
Ensure compliance with regulatory requirements (TRAI, FCC, E911, emergency calling).
Implement and maintain telecom security standards such as fraud detection, toll‑bypass prevention, and SIP security hardening.
Maintain detailed documentation including topology diagrams, circuit inventory, vendor lists, dial‑plan documentation, SOPs, and asset lifecycle plans.
Guide L1/L2 teams in troubleshooting, RCA, and best practices.
Develop knowledge base articles, training documents, and operational SOPs.
Participate in roadmap discussions and provide recommendations for technology evolution.
Required Technical Skills
Strong expertise in SIP, RTP, PRI, ISDN, PSTN, DID, QSIG, SS7.
Hands‑on experience with voice gateways (Cisco, AudioCodes, Ribbon, Avaya) and SBC platforms.
Experience with CUCM, Avaya, Teams Direct Routing, or similar UC systems.
Deep understanding of WAN technologies: MPLS, SD‑WAN, VPN, DIA, QoS, CoS classifications.
Ability to read and analyze SIP traces, CDR logs, ladder diagrams, and signaling flows.
Strong fault isolation skills for voice quality issues (jitter, packet loss, latency).
Familiarity with telecom billing, usage analysis, and cost management.
Knowledge of network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).
Experience & Certification Requirements
10–12+ years in telecom operations, voice engineering, or unified communications support, with at least 3–4 years in an L3 or senior escalation role.
Preferred certifications: CCNP Collaboration, Ribbon/Audiocodes SBC certifications, Avaya/Teams UC certifications, ITIL v4 Foundation, telecom auditing/FCC/TRA compliance certifications (optional).
Behavioral Competencies
Strong ownership, analytical thinking, and problem‑solving aptitude.
Excellent communication skills and ability to lead high‑severity bridges.
Strong vendor negotiation and SLA management skills.
Proactive, detail‑oriented, and able to work in high‑pressure environments.
Able to mentor junior engineers and drive service excellence.
What Makes HTC a Great Place to Build Your Future HTC Global Services invites you to join a collaborative team where you will work with experts, advance your career, and contribute to high‑performing projects. You’ll enjoy long‑term growth opportunities, access to a comprehensive benefits package—including medical, dental, vision, paid time off, 401(k) matching, and professional development—and a culture that values inclusion and diversity.
HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We are committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect.
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HTC Global Services is seeking an experienced Senior Telecom Support Engineer to serve as the final L3 escalation point for all telecom-related incidents, manage enterprise telecom infrastructure, and lead change initiatives across multiple communication platforms.
Key Responsibilities
Act as the final L3 escalation point for incidents involving SIP failures, PRI issues, MPLS/SD‑WAN outages, QoS degradation, and PSTN connectivity failures.
Troubleshoot complex call routing, voice gateway configurations, SBCs, QoS policies, jitter/latency anomalies, and WAN circuit performance.
Perform deep‑dive analysis using CDRs, traces, SIP logs, and provider diagnostics.
Manage and optimize enterprise telecom infrastructure including SIP trunks, SBCs, PRI/ISDN/E1 links, MPLS, SD‑WAN, DIA circuits, VoIP infrastructure, and UC platforms.
Oversee number management, DID allocation, and porting processes.
Interface with carriers and telco vendors for escalations, fault resolution, SLA disputes, and service improvements.
Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades.
Ensure vendors adhere to contractual SLAs and provide timely RCA reports.
Conduct capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies.
Analyze traffic patterns, CDRs, and call flows to prevent congestion and ensure optimal routing.
Recommend upgrades, restructuring, or optimizations based on performance trends.
Lead telecom‑related change activities including circuit migrations, upgrades, SBC/voice gateway configuration changes, dial‑plan modifications, and UC integrations.
Validate and approve telecom RFCs, risk assessments, and rollback procedures.
Enforce telecom standards including dial‑plan governance, numbering formats, QoS configurations, and SBC security policies.
Ensure compliance with regulatory requirements (TRAI, FCC, E911, emergency calling).
Implement and maintain telecom security standards such as fraud detection, toll‑bypass prevention, and SIP security hardening.
Maintain detailed documentation including topology diagrams, circuit inventory, vendor lists, dial‑plan documentation, SOPs, and asset lifecycle plans.
Guide L1/L2 teams in troubleshooting, RCA, and best practices.
Develop knowledge base articles, training documents, and operational SOPs.
Participate in roadmap discussions and provide recommendations for technology evolution.
Required Technical Skills
Strong expertise in SIP, RTP, PRI, ISDN, PSTN, DID, QSIG, SS7.
Hands‑on experience with voice gateways (Cisco, AudioCodes, Ribbon, Avaya) and SBC platforms.
Experience with CUCM, Avaya, Teams Direct Routing, or similar UC systems.
Deep understanding of WAN technologies: MPLS, SD‑WAN, VPN, DIA, QoS, CoS classifications.
Ability to read and analyze SIP traces, CDR logs, ladder diagrams, and signaling flows.
Strong fault isolation skills for voice quality issues (jitter, packet loss, latency).
Familiarity with telecom billing, usage analysis, and cost management.
Knowledge of network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).
Experience & Certification Requirements
10–12+ years in telecom operations, voice engineering, or unified communications support, with at least 3–4 years in an L3 or senior escalation role.
Preferred certifications: CCNP Collaboration, Ribbon/Audiocodes SBC certifications, Avaya/Teams UC certifications, ITIL v4 Foundation, telecom auditing/FCC/TRA compliance certifications (optional).
Behavioral Competencies
Strong ownership, analytical thinking, and problem‑solving aptitude.
Excellent communication skills and ability to lead high‑severity bridges.
Strong vendor negotiation and SLA management skills.
Proactive, detail‑oriented, and able to work in high‑pressure environments.
Able to mentor junior engineers and drive service excellence.
What Makes HTC a Great Place to Build Your Future HTC Global Services invites you to join a collaborative team where you will work with experts, advance your career, and contribute to high‑performing projects. You’ll enjoy long‑term growth opportunities, access to a comprehensive benefits package—including medical, dental, vision, paid time off, 401(k) matching, and professional development—and a culture that values inclusion and diversity.
HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We are committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect.
#J-18808-Ljbffr