Voice Engineer

2 weeks ago


Manila, National Capital Region, Philippines NICE Full time

Voice Engineer

Location: Taguig City

As a Voice Engineer, a Typical Day Might Include the Following

  • Work tickets via web-based ticketing system, email, voice, and chat
  • Ensure all tickets are properly assigned
  • Complete standard text template for case
  • Validate prioritization and monitor communications to users of progress
  • Keep clear and thorough records in the ticketing system of all actions taken
  • Escalate incidents when necessary
  • Troubleshoot SIP and TDM services.
  • Opens and monitors incidents created with tier 1 carriers and 3rd party providers
  • Pulls and analyzes logs for troubleshooting
  • Regularly works flexible schedule and on-call services

To Land This Gig You'll Need:

  • Associates degree or equivalent work experience in telecommunications or Networking or equivalent work experience required.
  • 3+ years' work experience in a customer service field, preferably in a technical support capacity.
  • Excellent technical, troubleshooting, and analytical skills
  • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are essentials.
  • Entry-level understanding of PRI signaling protocols and capabilities
  • Entry-level understanding of SIP call setups and response codes
  • Must be familiar with network devices Switch's (layer 2) and Routers (Layer 3)
  • NAT/PAT understand of functions and limitations

Bonus Experience:

  • Experience in a technical support role in the Telecommunications environment
  • IP Telephony /Telecommunications experience
  • Session Border Controller (SBC) (Acme, Sonus, Audio Codes, Edgemarc, CUBE, Etc.)
  • Cisco Certified Network Associate (CCNA)
  • Unix/Linux knowledge

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