Voice Services Manager

Job Description – Manager | Voice service delivery/assurance, SBC & CCaaSRole: Manager – Voice Operations / SBC & CCaaSExperience: 10+ yearsLocation: PuneDepartment: Network Operations / Unified Communications / Contact Center TechnologyRole SummaryWe are looking for an experienced Manager – Voice delivery/ Service assurance, SBC & CCaaS to lead the voice operations and support team responsible for SIP voice infrastructure, Oracle SBC, call routing, telephony troubleshooting, and CCaaS platforms such as Genesys Cloud / PureCloud.The candidate will manage L1/L2/L3 escalations, ensure high service availability, lead incident management, and drive operational excellence across enterprise voice and contact centre environments.Key Responsibilities:-Voice & SBC Operations• Manage and troubleshoot SIP, RTP, SIP Trunk, and VoIP-related issues adhering SIP RFC and deep knowledge on voice server, dial plan• Lead troubleshooting of call failures, one-way audio, DTMF, issues, codec mismatch, SIP timer issues • Handle Oracle SBC / Session Border Controller deployment HA configuration and support • Troubleshoot call quality issues such as jitter, latency, packet loss, and MOS degradation • Manage inbound and outbound call • Deep knowledge of RFC with excellent trouble shooting experience.CCaaS / Contact Centre Responsibilities:• Manage cloud contact centre platforms such as Ishan Cx connect.• Handle voice flow, IVR, ACD, queue, routing, and agent telephony issues. • Support CTI integrations with CRM platforms like Salesforce. • Troubleshoot call disconnect, short duration calls, agent login issues, voice path issues. • Manage data actions, architect flows, trunk configuration, DID mapping. • Coordinate with relevant teams for call flow optimization.

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