Sr Specialist Network Technology

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Ensure the reliability and continuous operation of AT&T’s Optical, IP Core, Mobility, and advanced communication technologies through 24x7 technical support, fault and lifecycle management, and comprehensive understanding of end-to-end services.

Typical tasks may include, but are not limited to, the following:

• Support BVOIP Services Center objectives by delivering high-quality operational support for enterprise VoIP and voice network services.
• Monitor, troubleshoot, and restore VoIP services, including issues involving SIP trunks, VoIP gateways, call routing, registration, signaling, call quality, and service availability.
• Serve as the customer interface for voice trouble reports, ensuring issues are accurately captured, prioritized, documented, and routed to the appropriate support teams or carriers.
• Analyze service-impacting voice events using available monitoring tools, ticketing systems, technical documentation, and lab resources.
• Collaborate with internal voice engineering, data networking, vendor, carrier, and customer teams to isolate root cause and drive timely resolution.
• Provide clear and timely communication to customers and stakeholders regarding outage status, troubleshooting progress, escalation activity, and resolution details.
• Track, prioritize, and manage VoIP-related trouble tickets, including inter-shift turnover, escalation, follow-up, and closure activities.
• Document call-flow analysis, troubleshooting steps, customer communications, technical findings, and final resolution details in the designated trouble-ticketing application.
• Escalate or hand off complex incidents to the appropriate support group when additional expertise, vendor engagement, or carrier coordination is required.
• Maintain a strong focus on customer experience, operational discipline, and timely service restoration in a 24x7 support environment.

• Hands-on experience supporting VoIP, BVOIP, SIP trunking, VoIP gateways, call routing, and enterprise voice services.
• Working knowledge of voice protocols and signaling, including SIP, H.323, MGCP, RTP, TCP/IP, UDP, ICMP, SNMP, and related network protocols.
• Experience troubleshooting call setup, call completion, registration, audio quality, latency, packet loss, jitter, one‑way audio, and service availability issues.
• Experience with Cisco Unified Communications systems, VoIP gateways, unified messaging, routers, switches, WAN, LAN, and Edgewater platforms.
• Intermediate knowledge of IP addressing, subnetting, routing, gateways, and internetworking concepts that support voice service delivery.
• Ability to analyze complex technical issues, isolate root cause, and coordinate timely restoration across internal teams, vendors, customers, and carriers.
• Experience using network monitoring tools and ticketing systems such as SMARTS, Prognosis, and IRIS.
• Strong customer service skills with the ability to communicate clearly, professionally, and effectively under pressure.
• Self-directed and adaptable, with the ability to learn quickly, manage multiple priorities, follow procedures, and work effectively in a team-oriented environment.
• Working knowledge of AT&T network environments, customer networks, LAN/WAN infrastructure, and the relationship between data network performance and voice service quality.

• Experience with Cisco Unified Communications Manager, Cisco voice gateways, SBCs, SIP trunking, and enterprise VoIP support environments.
• Familiarity with TDM voice technologies, PRI, ISDN, T1, DS3, legacy voice platforms, and migration or interworking between TDM and VoIP services.
• Experience with video over IP, content networking, multi-vendor firewall platforms, VPN devices, and how security or routing changes can impact voice services.
• Familiarity with Cisco PIX, ASA, ACS, Check Point, Netscreen, and Nortel Contivity technologies.
• Working knowledge of DNS, RADIUS, and other supporting services used in enterprise network and voice environments.
• Relevant…