Track Manager - SIP & Third Party Integration Tools

Job Summary

This role oversees the operations management of complex SIP and third-party integration projects, ensuring robust voice network performance and seamless interoperability across client environments. The individual drives continuous improvement, problem resolution, and adherence to client SLAs, while fostering team empowerment and innovation to support organizational objectives.

Key Responsibilities

1. Lead operational management of SIP and third-party integration platforms by utilizing advanced knowledge of network voice protocols and integration tools to ensure stable and efficient service delivery.
2. Drive continuous improvement initiatives across support processes by implementing automation and monitoring solutions for SIP-based environments and third-party integrations.
3. Analyze and resolve escalated network voice and SIP integration issues by applying expert troubleshooting techniques and leveraging diagnostic tools to minimize service disruptions.
4. Oversee the configuration, deployment, and optimization of SIP trunks, gateways, and third-party communication platforms, ensuring compliance with security and performance standards.
5. Mentor and guide support teams in the use of SIP diagnostics, network monitoring platforms, and integration frameworks to enhance troubleshooting effectiveness and knowledge sharing.
6. Collaborate with clients to interpret technical requirements, ensuring support deliverables align with evolving business needs and contractual SLAs.
7. Introduce innovative solutions and process enhancements by evaluating new SIP technologies, integration methodologies, and industry best practices for operational improvement.

Skill Requirements

1. Excellent Command Of Sip Trunking, Voip Gateways, And Unified Communications Platforms (E.G., Cisco, Avaya, Asterisk).
2. Advanced Skills In Network Monitoring, Troubleshooting, And Diagnostic Tools For Sip And Voice Integration (E.G., Wireshark, Solarwinds, Sipp).
3. Strong Experience With Configuration And Management Of Sip Servers, Session Border Controllers, And Third Party Apis.
4. Excellent Analytical And Problem Solving Skills For Complex Operational Challenges.
5. Advanced Proficiency In Mentoring, Team Leadership, And Driving Operational Process Improvements.
6. Solid Understanding Of Itil Based Support Frameworks And Sla Management.

Other Requirements

1. Optional but valuable certifications: Cisco CCNP Collaboration, Avaya Certified Implementation Specialist, SIP School Certified Associate (SSCA), ITIL Foundation