Job description

Technical Support Engineer (94933)

Job function
:Customer Service and Contact Centres
Main location
: India-India-Bangalore
Schedule
: Full-time
Working pattern
: Variable
Salary : Competitive
Closing date
: Ongoing
Purpose Of Role:

This is a key voice technical position within the Global Voice Configuration team. The team have the responsibility for the
complex data-build, commissioning, solution design support and testing and customer integration for the Global SIP trunkin
product within the BT Managed Voice portfolio.

The job holder will provide the service delivery function for BT GS managed voice services setting a service obsessed and
continuous improvement environment. Ensure a world class service to meet and exceed the demanding expectations of the
major corporate market segment for the e2e service journey. This will involve delivering world-class excellence on custome
service, service reliability, change management and when needed; taking ownership on reactive faults/escalations

The role interfaces directly with customers via BT channels of the voice products. The role liaises with many cross-function
operational units, including Order Management, BT account teams, BT design, Operational Planning, and Network
implementation teams.

The role requires integration into a “Follow the Sun” operational model supporting teams in the UK, USA and Australia. Due
the nature of the work the role requires support of Customers and Distributors 24 x 5 x 365, so some out of business hours
a normal requirement, depending on the time-zone of configuration support requested.

Key Responsibilities:

 Ability to understand, produce and load customer specific B number template files for data-builds onto the Ericsson
 Telephony Servers for the Global voice portfolio GSIP product set.

 Ability to navigate, implement and load customer specific data, to support SIP trunking services on the multi-vendo
Access SBCs throughout the network.

 Ability to understand, implement, navigate and support any customer configurations across the various Voice Logic
Provisioning tools (VLP-OG + VLP-SIPT) and the Product features supported by them.

 Ability to trace, monitor and analyse historical and live customer calls and signalling across the various monitoring
on the GMV network (Radcom QExpert & Qtrace; Agilent NgN; SVMP/Empirix E-XMS).

 Ability to update all relevant network and customer inventory databases before and during testing, including comple
reports produced when the testing is completed.

 Ability to support and consult on voice design solutions for all BT channels and external Distributors to ensure that
voice implementation meets the agreed criteria of the Managed Voice Platforms and Network elements.

 Ericsson Telephony Servers operational and switch translation experience.

 Ericsson Media Gateway (AXD301) operational and switch translation experience.

 Accept, Progress + close correctly on each of the respective build tasks, to agreed defined timescales using the
standard Classic / Tahiti delivery system.

 Take part in regular service meetings if required, together with Service Account Management, to advise customer o
possible design issues following network growth and changed user requirements.

 Provides a technical support function for customers and account teams by means of effective and ongoing
communications to all project stakeholders.

 Acts as primary technical interface & specialist during the provision installation + configuration, according to the
customers requirements.

 Flexibility in duties to support occasional requirements for non-standard or custom build implementations.

 Flexibility and consideration is required to interact, communicate and work with Acc teams and customers in other
zones whose first language may not be English.

 Meet agreed targets on accuracy and throughput of work.

 Where there are any potential issues or delays with delivery of services for customers, escalate as necessary with
team leader / manager.
Business Impact:

 World-class technical contributor.

 Significant impact on customer satisfaction.

 Key contributor to succesfull implementation of data services.

Authority/Decision Making:

 Operates with no supervision in a complex environment.

Qualifications:

 B.E or B.Tech Education background

 3+ years relevant experience

Skills/Experience:

 Technical qualifications and very strong voice technical background.

 Certified Vendor training on Ericsson voice network switching equipment on Telephony Servers.

 International Network experience, including Asia Pac, Europe and USA

 Extensive knowledge on Signaling Protocols especially SIP

 Proven vendor training and experience on ACME/Genband Session Border Controllers.

 Hands on experience in Provisioning side of Voice protocols

 Extensive command line and Intelligent Network Interface experience

 Ericsson Telephony Servers operational and switch translation experience.

 Operational experience in an Int Network Management Center environment.

 Extensive data-build Management experience.

 Excellent interpersonal skills and the ability to interface with Customers/ Account teams / External distributors

 Ability to work both independently and as part of a team.

 Ability to provide technical analysis and write detailed reports

 Must possess a cooperative spirit and a strong sense of teamwork