Senior Voice Operations Engineer

Are you proficient at supporting Voice services through troubleshooting SIP and SS7 audio and signalling issues? We seek an individual with excellent customer service and support skills to specialise in voice related technical issues on a Monday to Friday basis (daytime only).

In this role, you will support day to day the CS (Customer Services) Team with main responsibilities for network event and customer incident management, fault resolution and support the network and wider voice team (part of CS or Engineering team) with troubleshooting activities. Maintaining the network to the highest standard, ensuring documentation maintained, and capacity managed across the full estate.

Plan and execute software and hardware upgrades according to manufacturer guidelines and following Epsilon’s change control process.

Accountabilities:

Provide technical support:
· Respond to tickets assigned immediately (within 15 minutes)
· Troubleshoot faults and work on the ticket till resolution or escalate to the next level
· Provide timely updates to customers and vendors/suppliers.
· Escalate issues with vendors to ensure P1 issues resolved within 4 hours
· Update customer incidents and voice infrastructure ticket with troubleshooting and resolution notes
· Draft RFOs and support management with escalated incidents

General network maintenance:
· Plan and Execute Software upgrades
· Keep documentation up to date
· Keep capacity management documents up to date
· Manage customer and supplier migrations
· Plan and execute hardware install and upgrades based on Engineering designs.
· Participate in customer meetings as and when required to provide technical expertise or during RFO calls.

Skills and Knowledge

· Experience in voice traffic routing across carrier networks
· Demonstrate working experience to troubleshoot SIP and SS7 signaling issues
· Demonstrate working experience to troubleshoot complex audio quality issues across SIP and SS7 services.

Familiar with following technologies:

· SIP, SS7, Sigtran (M2PA and M3UA), SMS (HTTP and SMC-C), TDM, Ethernet and IP routing.
· Knowledge of Dialogic Control Switch, Dialogic Media Gateways, Dialogic Bordernet SBC, Dialogic Sigtran solution, Cataleya SBC, Wireshark, concept of firewalls.
· Ability to solve operational problems, plan and schedule complex communication system or services upgrades, modifications, and new equipment deployment and network integration.
· Proven track record of success in this telecom or service provider network environment
· Bachelor degree in Telecommunications, Computer Science or Network Technologies
· Min. 3 years’ experience in a telecommunication service provider as network operations or support engineer
· Understanding of network automation tools is a plus.
· Industry recognized certification is a plus

Additional Requirements
· Troubleshooting skills on various network technologies
· Strong analytical and problem-solving skills, with an ability to assimilate, analyse and correlate
data from various network monitoring system, application, and security devices, logs, and alerts
· Strong communication and collaboration skills with ability to influence and inspire
· Strong interpersonal skills
· Keen eye for detail and a result driven approach
· Flexible, adaptable and supportive

Why you should join Epsilon:

Innovative, fun and challenging – these are words that perfectly sum up our culture. You’ll be encouraged to share your ideas, try out new things and build on your existing skill-set.

You will have the chance to play an important role in the ongoing growth of our stable global telecoms business and work alongside an international team who are passionate about delivering a first-class customer experience.

Our benefits include a competitive remuneration package; 20 days holiday rising every year worked to 23 days, 1 extra day holiday in the month of your birthday. Sport Card; Health Insurance including Dentistry; Fruits in the office and we currently work on a hybrid model which means 2 days in the office in Sofia and 3 days at home. We have contemporary offices which offer a pleasant and safe working environment. Applicants requiring 100% remote work will not be considered for this role as you need to get into the office regularly to enable greater team collaboration.

Epsilon Telecommunications Ltd are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

When you apply, please ensure that you send your CV written in English.