Track Manager

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

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

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