Telecom Support - L3

Job Description

Key Responsibilities

Required Technical Skills

Experience & Certification Requirements Behavioral Competencies

Advanced Telecom Operations & Escalations

Act as the final L3 escalation point for all telecom-related incidents including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity failures.

Troubleshoot complex issues involving 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.

Telecom Infrastructure Management

Manage and optimize enterprise telecom infrastructure including:

• SIP Trunks / SBCs
• PRI/ISDN/E1 links
• MPLS, SD-WAN, and DIA circuits
• VoIP infrastructure and gateways
• UC platforms (CUCM, Teams Direct Routing, Avaya, etc.)

Oversee number management, DID allocation, and porting processes.

Telecom Service Provider & Vendor Management

Interface with carriers & 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.

Capacity Planning & Performance Optimization

Conduct telecom 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.

Change Management & Project Execution

Lead telecom-related change activities including:

• Circuit migrations and upgrades
• SIP trunk onboarding
• SBC/Voice gateway configuration changes
• Dial plan modifications and UC integrations

Validate and approve telecom RFCs, risk assessments, and rollback procedures.

Governance, Compliance & Security

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.

Documentation & Life-cycle Management

Maintain detailed documentation including telecom topology diagrams, circuit inventory, vendor lists, dial plan documentation, and SOPs.

Track contract renewals, service expiries, and cost optimization opportunities.

Manage telecom asset lifecycle including capacity thresholds and end-of-life planning.

Mentorship & Leadership

Guide L1/L2 telecom/voice/network teams in troubleshooting, RCA, and telecom best practices.

Develop knowledge base articles, training documents, and operational SOPs.

Participate in roadmap discussions and provide recommendations for technology evolution.

Strong expertise in telecom technologies such as SIP, RTP, PRI, ISDN, PSTN, DID, QSIG, SS7.

Hands-on experience with:

• Voice gateways (Cisco, AudioCodes, Ribbon, Avaya)
• SBC platforms
• CUCM, Avaya, Teams Direct Routing or similar UC systems

Strong 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: 10–12 years in telecom operations, voice engineering, or unified communications support, with at least 3–4 years in L3 or senior escalation roles.

Preferred Certifications:

• Cisco CCNP Collaboration (or equivalent)
• Ribbon/Audiocodes SBC certifications
• Avaya/Teams UC certifications
• ITIL v4 Foundation
• Any telecom auditing/FCC/TRA compliance certification (optional)
• Strong ownership, analytical thinking, and problem-solving aptitude.
• Excellent communication with the 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 wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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