Voice Provisioning Engineer

About GTT:

GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit gtt.net.

Role Summary:

Voice Provisioning team (PNOC) is responsible for delivery and logical provisioning of Voice and Cloud PBX services across a worldwide footprint.

Voice Provisioning engineer is responsible for design, implementation, test and turn up of customer Voice services in cooperation with the customer. This includes SIP Trunking and Cloud PBX services. Technical validation of new GTT customer Voice orders.

Voice Provisioning Engineer may act as a Service Delivery for Voice Orders and works closely with Sales, Project Management, Engineering and Operations teams to ensure the efficient, cost-effective delivery of high-quality Voice services to external and internal clients.

Voice Provisioning team is composed of skilled individuals responsible for a range of disciplines. These include efficient Customer Communication, task allocation and coordination of work activities, service delivery and follow-up on delivery and logical provisioning.

Regular and concise Customer Communication with efficient and timely coordination of activities across all teams is vital to ensure customers receive the highest quality of service.

Job Scope/Supervision:

Service Delivery, Sales and Solutions Engineers, Field engineering and Project Management, Voice Engineering, Voice Technical support, Porting Desk.

Duties and Responsibilities:

• Technical validation of Voice orders, capacity checks and customer designsgns.
• Customer comunication, order validation, Implementation, testing and turn up of Voice and Hosted PBX services.
• Technical point of contact for Service Delivery, Sales Engineering, Project Management teams for issues related to turnup of new Voice and Hosted PBX services.
• Pro-active escalation, follow-through and liaison with appropriate departments to resolve technical issues which may impact delivery timescales or quality. Creation of contingency plans to minimise such risks, timescales or quality.
• May require complete ownership of Voice orders through the service delivery lifecycle.

Required Experience/Qualifications:

• 1-3 years technical experience in a complex customer Voice environment design, build and support.
• Proven technical knowledge as well as troubleshooting skills for Voice platforms.
• Experience of working within UNIX/Linux based operating systems and familiar with basic UNIX/Linux commands.
• Use of EMS/NMS, network management tools.
• In Depth understanding of VoIP principles and components of a VoIP network.
• In depth understanding of SIP protocol.
• Good understating on TDM protocols: ISDN/Q.931.
• Experience with Ribbon products (Sonus, Genband) is distinct advantage.
• Experience in troubshooting of VoIP Protocols, analysing CDR and call/signalling traces.
• At least two years background in supporting/provision/troubleshooting VoIP services.
• General knowledge of telecom industry and standards
• Excellent English language skills a must, other languages an advantage.
• Basic Networking knowledge – DNS, VLAN, TCP/IP.

Desirable Experience/Qualifications:

• Ability to deliver to strict timelines.
• Able to analyse and resolve problems quickly and effectively.
• Able to handle multiple simultaneous projects.
• Professional, structured and proactive approach to projects and customers.
• Positive and approachable team player.
• High sense of responsibility and self-motivation.
• Calm and productive under pressure.
• Detail-oriented and organised approach to work.
• Attention to detail and an effective communications ability
• Efficient and productive with good time management skills.
• Experience with Ribbon products (Sonus, Genband) is distinct advantage.
• University degree in Technical related discipline or equivalent level of experience.

Hours/Travel/Shift:

The Voice Provisioning team works on shifts to cover US clients. Shift work is required to cover for the US working time zones. Oncall duties will also be required based on on-call rota.

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