Job description:

Description Consultant , Sr Consuntant SBCaaS , Ribbon
Job Description

This Ribbon SBC Collaboration Engineer role provides critical services to both internal and external customers. You ll oversee lifecycle aspects of multiple service environments, acting as the owner for those systems. You ll also understand and manage the interrelationships between the various products and the infrastructure systems. We take pride in our well-organized, well-documented, stable, and compliant infrastructure environments, and you ll get to play a key role.

What you will do:
Providing third level, advanced support for customer's Global voice network environment.
Supporting network incident identification, documentation, escalation and resolution.
Providing KT and technical support direction to technicians in a Network Operation s environment hosting SBC s to ensure smooth hand-off is consistently provided.
The scope of support covers Session Border Controllers and UC components that integrate with SBC.
Good understanding of voice protocols including SIP
Perform migration of Ribbon SBC s to AWS
Managing technical escalations with Ribbon and other 3rd party vendor s issues to full resolution and document, share and communicate to Tier 3 team members.
Providing on-call support functions and ensure technical issues are documented when handed over to other Tier 3 support team members.

You'll need to have:
Bachelor s degree or four or more years of work experience.
Six or more years of experience with design and deployment of Ribbon SBC s.
Cisco Certified Internetwork Expert (CCIE) Collaboration and Ribbon SBC certified
Experience in supporting and managing migrations.

Even better if you have:

An advanced degree in a related field.
Ability to multitask, prioritize and resolve urgent issues.
Ability to provide critical information in a clear, concise and quick manner.
Excellent customer service and support skills.
Strong written / verbal communication.

Education
Bachelor's degree or equivalent relevant work related experience

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.